Complaints Manager

New Yesterday

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 ability to motivate and coach and drive performance across teams. Excellent understanding of the Housing Ombudsman Service, Complaint Handling Code, and sector best practice. Proven ability to analyse data, identify trends, and deliver actionable insights. Exceptional communication and relationship-building skills with customers, colleagues, and stakeholders. A relentless focus on customer needs and a commitment to continuous improvement Why Join MTVH? At MTVH, We offer: A supportive and inclusive culture. Opportunities for professional development and career progression. Competitive salary and benefits package.

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Location:
Gb
Job Type:
FullTime
Category:
Customer Service

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