Overview
Complaints Manager – Beeston, NG9 1LA
Lead the Way in Transforming Customer Experience at MTVH
Complaints ManagerLocation: Beeston (Nottingham, Hybrid)Salary Banding: £52,665 – £55,436Contract: 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.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
