Customer Care Complex Lead

£31,250 to £36,300 + Benefits
20 Aug 2019
08 Sep 2019
Full Time
Organisation Type
Housing association / RP

About Us

Metropolitan Thames Valley Housing has a vision that “everyone has a home and the opportunity to live well”; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live.With 57,000 homes and more than 120,000 residents and customers we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.

This role

As the Complex Lead you will manage the specialist customer care team who deal with all complex complaints, you’ll support them to deliver satisfactory resolutions. Complex complaints would include complaints that have been escalated to the Housing Ombudsman, member enquiries and that have come via an executive route.

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

  • Knowledge and experience working in a complaints environment.

  • The ability to develop, manage and coach teams on technical aspects of complaints.

  • Previous experience of successfully implementing process change to improve efficiency and customer experience.

  • Excellent communication and written skills.

  • Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements.

What you'll get in return

In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.

We offer great benefits, in addition to generous holiday entitlement we provide:

  • life assurance with a matched contribution pension scheme

  • enhanced maternity, paternity and adoption leave

  • salary sacrifice schemes and season ticket loans

  • eye care scheme

  • plus lots of voluntary benefits including cash back and discounts from high street names

Week commencing 9th September 2019

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirat