This Role: Head of Complaints
Location: Beeston, Nottingham, NG9 1LA
Salary Banding: £72,088 - £75,882 (Dependent upon experience)
18 Month Fixed Term Contract
We are looking for a passionate and strategic leader to join MTVH as our Head of Complaints. In this key role, you will lead our complaints teams, ensuring our services are fair, accessible, and resolution focused.
You will work across the organisation to improve the complaints customer journey, embed a culture of learning, and ensure compliance with the Housing Ombudsmans Complaint Handling Code. You will also act as our lead liaison with the Ombudsman and other key regulatory bodies.
Duties to include but not limited to:
1. Re-design the end-to-end complaints journey in MTVH increasing tenant satisfaction measures, improving efficiency & driving better collaboration across all the organisation.
2. Lead and inspire a persons centred and outcome focused complaint handling experience
3. To embed a positive culture and attitude to complaints, learning from complaints to drive improved customer satisfaction
4. Foster a culture of respect and fairness to customers, challenging stigma and role-modelling professional behaviours.
5. Act as the primary responsible person for the relationship with the Housing Ombudsman Service., ensuring complia...