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 Ombudsman’s 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:
* Re-design the end-to-end complaints journey in MTVH increasing tenant satisfaction measures, improving efficiency & driving better collaboration across all the organisation.
* Lead and inspire a persons centred and outcome focused complaint handling experience
* To embed a positive culture and attitude to complaints, learning from complaints to drive improved customer satisfaction
* Foster a culture of respect and fairness to customers, challenging stigma and role-modelling professional behaviours.
* Act as the primary responsible person for the relationship with the Housing Ombudsman Service., ensuring compliance with the terms of membership of the Housing Ombudsman scheme including the Complaint Handling Code.
What you’ll bring:
* Proven leadership in complaints/customer experience in a regulated setting
* Experience in re-designing and transforming customer journeys
* Strong knowledge of housing legislation and regulatory frameworks
* Excellent communication, stakeholder engagement, and change leadership skills.
* A passion for fairness, inclusion, and resident empowerment
Interview Diary Date: To be advised
Please note :- we do not currently offer visa sponsorship.
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
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