Complaints Manager

Lead the Way in Transforming Customer Experience a MTVH

Complaints Manager
Location: Beeston (Nottingham, Hybrid)
Salary Banding: £52,665 - £55,436
Contract: Type: Permanent based on a 37.5hr working week

Are you ready to make a real difference for our customers?
At Metropolitan Thames Valley Housing (MTVH), we're committed to delivering exceptional customer experiences. We're looking for a passionate and driven Complaints Manager to lead our Complaints Team and ensure every customer interaction reflects our values,

About the Role

As Complaints Manager, you will:

• Lead and inspire a team to deliver a robust, empathetic, and compliant complaints service.
• Drive continuous improvement by analysing data trends, identifying root causes, and implementing solutions to reduce complaint volumes.
• Collaborate with internal teams and external partners, including the Housing Ombudsman Service, to ensure compliance and best practice.
• Take ownership of KPIs, quality assurance processes, and budget management, including compensation.
• Be a visible advocate for customers, ensuring their voices shape service improvements.

What We're Looking For

• Strong leadership experience with the ability to motivate and coach and drive performance across teams.
• Excellent understanding of the Housing Ombudsman Service, Complaint Handling Code, and sector best practice.
• Proven ability to analyse data, identify trends, and deliver actionable insights.
• Exceptional communication and relationship-building skills with customers, colleagues, and stakeholders.
• A relentless focus on customer needs and a commitment to continuous improvement

Why Join MTVH?

At MTVH, We offer:

• A supportive and inclusive culture.
• Opportunities for professional development and career progression.
• Competitive salary and benefits package.

Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.

We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.

We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.

A member of the National Housing Federation the G15 ? which represents London?s largest housing associations, We influence policy for the benefits of our residents and the wider sector.

In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We'll do this by listening to our customers and working alongside them.