This Role: Complaint SpecialistLocation: Beeston, NG9 1LASalary: £30,250 - Full time 37.5hrs per week - 12 Month Fixed term contract covering an internal secondment.As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.You will work as a team 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 build relationships with senior executives at MTVH, The Housing Ombudsman, MP?s, Councillors and the MTVH Policy Team.What you'll need to succeedStrong knowledge and experience in resolving customer disputesEnsures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concernsConfident at communicating with senior leaders and members of parliament where appropriateExceptional OrganisationExcellent communication and written skillsReport writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvementsInterview Diary Date: 24th February 2025Please 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 communitiesAn additional ?Beliefs day? once a year to have an extra a day offSupported family friendly approach with extended parental leaveEnhanced pension with matched contributions of up to 9%Option to buy or sell up to 5 days annual leave per yearLife assurance cover 3 x your salaryCycle2work schemeHybrid Working - Dependent on job role and departmentHealth cash plan scheme for your everyday healthcare needs which you can add your family members tooTenancy deposit ? interest free loan to help with rental deposits and season Ticket loanAccess to extensive learning and training opportunities with Wisebox platformColleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleaguesCareer progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning supportEmployee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisationAbout usWe are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.Learn more about our benefits and organisation by viewing our attached documentOur promiseHere 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 are also part of the disability confident employer scheme.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:-GenderEthnicityLGBTQDisabilityOur core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working togetherWe 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