Complaint Coordinator

Job Description:

This Role: Complaints Coordinator -Permanent Post

Location: Beeston, Nottingham, NG9 1LA

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

Free on-site parking

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 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 of £28,619.
• 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 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:-

• 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.