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Customer Care Officer (Complaints)

Employer
MTVH
Location
Nottingham, Nottinghamshire
Salary
£21,500 + Benefits
Closing date
22 Oct 2019

Job Details

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

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

Interview date

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."

Company

Welcome to MTVH!

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

We are a member of the National Housing Federation and the g15, which represents London’s 15 largest housing associations and houses one in 10 Londoners (www.g15london.org.uk).

We also offer a wide range of benefits:-

  • 28 days annual leave plus bank holidays
  • In addition to annual leave a 'belief day' to be taken at a time of your choosing
  • 2 paid voluntary days to support your community
  • Smarter working is the MTVH approach to future working arrangements for colleagues registered as office-based to adapt to the needs of the customer.
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs
  • Enhanced pension with matched contributions up to a maximum of 9% contribution
  • Tenancy deposit – interest free loan to help with rental deposits
  • Cycle to Work scheme
  • 'Nudge' financial wellbeing platform
  • Employee assistance programme
  • Season ticket loan
  • Access to extensive on-line training        
Company info
Website
Mini-site
MTVH
Telephone
0203 535 3611
Location
2nd Floor, The Grange
100 High Street
Southgate
London
London.
N14 6PW
United Kingdom

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