Complaints Coordinator

This Role:
Complaints Coordinator

Location:

Beeston, Nottingham, NG9 1LA

Salary: £28,044 - £29,519 (dependant upon experience)

Hybrid Working to be discussed at interview - 12 Month Fixed Term Contract 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 Coordinators 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 time frames 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 - £29,519 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)

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

We 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 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…