Complaint Coordinator

Complaints Coordinator

Location: Beeston, Nottingham, NG9 1LA

Salary Banding: £28,044 - £29,519 - Hybrid Working based on a 37.5hr week

Free on-site parking subject to availability

At Metropolitan Thames Valley Housing, we have an amazing opportunity for passionate and customer-service focused Complaint Coordinator to join our Complaints Team based in Beeston, Nottingham.

As a Complaint Coordinator you will be responsible for investigating and coordinating responses for Stage 1, and with further experience, Stage 2 complaints. This requires independent inquiry and collaboration with teams across the business to achieve fair and successful resolutions for our customers. You will play a key role in guiding and influencing constructive change within the organisation by identifying process faults and possible improvements to the customer journey.

This is a unique opportunity for someone with drive, empathy, and excellent communication skills to make a positive impact on the lives and satisfaction of our residents, while building strong relationships with senior executives and managers across MTVH.

We're looking for someone who will

• Be able to work on a hybrid basis, working 2-3 days per week from home and the rest from our Beeston office.
• Possess prior knowledge and experience in resolving customer disputes.
• Demonstrate exceptional organisation and time management, adhering to set timeframes for responses.
• Negotiate and persuade effectively to achieve a desired outcome.
• Advocate for our customers and show empathy towards their frustrations and needs.
• Apply best judgement to each individual situation and have an objective and pragmatic approach to problem-solving.
• Deliver clear and comprehensive communication, across verbal and written platforms, at all times.

In return we offer

• A competitive salary banding of £28,044 - £28,619 experience dependent
• Comprehensive in-house training to support your development and enhance your skill set.
• A modern and attractive office in Beeston, with beautiful surroundings, an on-site café, free staff parking, and easily accessible by public transport.
• 37 days off per year (including all bank holidays and a 'belief day', pro rata for part time), matched pension contribution up to 9% and much more (Please see below or our Overview and Benefits attachment to see all our amazing benefits)

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.

Phone: (phone number removed)
Email: (url removed)