Job Description

This Role: Regional Complaints Lead

Location: Beeston, Nottingham, NG9 1LA

Contract Type: 6 Month Full Time FTC based on working a 37.5hr week - Hybrid Pattern

Salary: £38,146 + Benefits plus Free on Site Parking 

As a Regional Complaint Lead you will manage a customer care team and support them to resolve customer complaints. You will encourage your team to collaborate with other internal departments as well as external agencies to proactively manage each complaint through to resolution and whilst providing an excellent customer service and achieving customer satisfaction throughout.

Other aspects of the role will include, coaching the team to maximise knowledge, monthly 121?s with your team, taking ownership of complex high profile complaints, gaining an understanding of what the complaint drivers are and also delivering accurate MI to support the business to improve the customer journey and you?ll need to

You will be a key contact for Heads of Directorates and their teams in regard to delivering on complaint resolution. You will also work closely with the other Leads across the complaints department.

What you'll need to succeed

Previous experience of managing an experienced team (preferably at least 3 years)

An understanding of the housing sector and social responsibilities of landlords.

Previous experience of complaint handling

Information gathering, research and analysis skills.

Ability to provide coaching and leadership on complaint resolution and to motivate a team.

Interview Diary Date: To be advised.

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