Customer Care Officer (Complaints)
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.
We are looking for Complaint Associates to take ownership and responsibility for the resolution of complaints from our customers. This is a challenging and rewarding role where you will get to make a real difference to our customers and help us to reach suitable resolutions for both the business and our service users.
These roles require investigation of complaints, being able to identify issues where there is limited information and resolving complaints against our internal targets, across all communication channels.
You will already be experienced in complaint handling, be customer focused and results driven. It is essential that you have excellent communication, a can-do attitude and a positive approach. You will need to be flexible and remain composed under pressure. A natural multi-tasker, you will operate in an organised and structured manner; be detail driven and capable of producing outstanding quality work at all times.
You will have a strong sense of stakeholder awareness and be able to build quality relationships and rapport with our key contacts and customers whilst managing your own caseload within one of our three regions across the UK.
You will possess enhanced verbal and written communication skills as well as strong Word, Excel, and database skills including knowledge of Outlook.
What you'll need to succeed
You will be customer focussed and able to resolve customer complaints.
You will have strong communication skills, both written and over the telephone.
You will show empathy and patience towards customers.
The ability to demonstrate an enthusiastic approach and use your own initiative.
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
Wednesday 30th & Thursday 31st October 2019 at our Nottingham office, NG7 3NN.
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 aspirations."