Lead the Way in Transforming Customer Experience a MTVH Complaints Manager Location: Beeston (Nottingham, Hybrid) Salary Banding: £52,665 - £55,436 Contract: Type: Permanent based on a 37.5hr working week Are you ready to make a real difference for our customers? At Metropolitan Thames Valley Housing (MTVH) , we're committed to delivering exceptional customer experiences. We're looking for a passionate and driven Complaints Manager to lead our Complaints Team and ensure every customer interaction reflects our values, About the Role As Complaints Manager, you will: Lead and inspire a team to deliver a robust, empathetic, and compliant complaints service. Drive continuous improvement by analysing data trends, identifying root causes, and implementing solutions to reduce complaint volumes. Collaborate with internal teams and external partners, including the Housing Ombudsman Service, to ensure compliance and best practice. Take ownership of KPIs, quality assurance processes, and budget management, including compensation. Be a visible advocate for customers, ensuring their voices shape service improvements. What We're Looking For Strong leadership experience with the ...