Connexions Thames Valley
Complaint Specialist
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Complaints & Resolution Specialist
Location: Beeston, Nottingham, NG9 1LA
Salary Banding: £30,629 - £32,241
Contract Type: 12 Month Fixed Term - Full Time 37.5hrs per week
We’re looking for a proactive, resilient, and detail-driven Complaints & Resolution Specialist to join our central team at MTVH. This is a high-profile role where you’ll take ownership of complex complaints, working closely with MPs, the Ombudsman, and senior stakeholders to deliver fair outcomes and drive continuous service improvement.
- Act as the key point of contact for Stage 1 Central Services complaints, MP enquiries, and Ombudsman investigations
- Take ownership of complex and sensitive cases, ensuring effective resolution within agreed timeframes
- Review and triage incoming complaints, allocating them appropriately or progressing them for formal investigation
- Build strong relationships with Ombudsman adjudicators, MPs, Regional Directors, and internal teams
- Prepare high-quality Ombudsman investigation packs, ensuring accuracy and completeness
- Collaborate with stakeholders to identify root causes, implement solutions, and improve services
- Maintain excellent case records using internal systems
- Ensure adherence to budgetary processes and best practice standards
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What We’re Looking For
- Proven experience in complaint management within a social housing environment
- Strong understanding of Housing Ombudsman policy and sector processes
- Excellent communication skills at all levels, both internal and external
- Ability to influence and lead stakeholders to drive complaint resolution
- Confidence to make decisions outside of standard policy where appropriate
- Strong understanding of business KPIs and your role in achieving them
- Ability to identify customer needs and deliver customer-focused outcomes
- Highly organised with the ability to work under pressure & manage your own workload
- Exceptional attention to detail and record-keeping standards
- Excellent written and verbal communication skills
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Why join us...
- Play a key role in handling high-impact, visible cases
- Influence real change and service improvement across the organisation
- Work with a collaborative, purpose-driven team
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