Complaint Coordinator

At Metropolitan Thames Valley Housing, we have an amazing opportunity for a 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.