Complaint Specialist – Metropolitan Thames Valley Housing, Beeston

£30,629 - £32,241 p/a

Permanent - Full Time

Closing date - 11 November 2026

The role

Complaint Specialist  

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week 

Contract Type: Permanent  

Hybrid working to be discussed at interview stage 

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.

You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP’s, Councillors and the MTVH Policy Team.

What you'll need to succeed

• Strong knowledge and experience in resolving customer disputes
• Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns
• Confident at communicating with senior leaders and members of parliament where appropriate
• Exceptional Organisation
• Excellent communication and written skills
• Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements

Download documents

Complaint Specialist.pdf

Occupational Requirements For Complaint Specialist.odt

Department:Customer Services

Last updated:October 28, 2026

Job ref:NTX1247766