Role: Complaint Coordinator – Location – Beeston, Nottingham NG9 1LA – Salary – £28,619 – Suitable for hybrid working & free on-site parking


This role is based on a 12 month fixed term contract at present

As a Complaint Coordinator here at MTVH you will coordinate responses for Regional Stage 1, and with further experience, Stage 2 complaints. You will collaborate with internal teams across the organisation to ensure a successful response is provided to your customers.

Working alongside your team and the wider Customer Complaints Team, you will work as one to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will be responsible for developing customer satisfaction through root cause analysis, as well as help defining continuous improvements for the customer journey. You will also build relationships with our senior executives at MTVH, Internal Managers and the MTVH Policy Team.

What you’ll need to succeed

  • Knowledge and experience in resolving customer disputes
  • A strong communicator with customers primarily over the phone but also via email and written letter which is key to a successful final response
  • Exceptional organisational skills
  • Passionate about providing the best possible resolution to your customers
  • You will need to be confident, empathetic to customer issues, and play a key role in mediating when required
  • IT Literate

And if you’d like to work somewhere with…

  • A competitive salary of £28,619 with a company pay review yearly
  • 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
  • Regular Team-building activities
  • 37 days off per year (including all bank holidays and a “belief day”), matched pension contribution up to 9% and much more – Pro-rata to the length of contract

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

  • 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
  • 2 volunteering days per year for things like helping out in local communities
  • An additional ‘Beliefs day’ once a year to have an extra a day off
  • Supported family friendly approach with extended parental leave
  • Enhanced pension with matched contributions of up to 9%
  • Option to buy or sell up to 5 days annual leave per year
  • Life assurance cover 3 x your salary
  • Cycle2work scheme
  • Hybrid Working – Dependent on job role and department
  • Health cash plan scheme for your everyday healthcare needs which you can add your family members too
  • Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
  • Access to extensive learning and training opportunities with Wisebox platform
  • Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
  • Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
  • Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

  • Gender
  • Ethnicity
  • LGBTQ+
  • Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.

Proud member of the Disability Confident Employer scheme

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