Customer Service Specialist

2 weeks ago


London, Greater London, United Kingdom MTVH Full time
Customer Resolution Coordinator Role

This opportunity is ideal for a dedicated and customer-focused individual who wants to make a positive impact in resolving customer complaints.

We are seeking a skilled Complaints Coordinator to join our team at MTVH, a housing association committed to serving people better every day. This fixed-term contract will last for six months, and the successful candidate will work on a hybrid basis, with 2-3 days per week spent working from home and the remaining days at our Beeston office.

The primary responsibility of this role will be to investigate and coordinate responses for Stage 1 and, with experience, Stage 2 complaints. This requires independent inquiry and collaboration with teams across the business to achieve fair and successful resolutions for our customers. You will play a key role in guiding and influencing constructive change within the organisation by identifying process faults and possible improvements to the customer journey.

To succeed in this position, you should possess prior knowledge and experience in resolving customer disputes. You must demonstrate exceptional organisation and time management, adhering to set timeframes for responses. Additionally, you should be able to negotiate and persuade effectively to achieve a desired outcome, advocate for our customers, and show empathy towards their frustrations and needs.

We offer a competitive salary of £28,619 and comprehensive in-house training to support your development and enhance your skill set. Our benefits package includes:

  • A modern and attractive office in Beeston, with beautiful surroundings, an on-site café, free staff parking, and easily accessible by public transport.
  • An additional 'Beliefs day' once a year to have an extra day off.
  • Supported family-friendly approach with extended parental leave.
  • Enhanced pension with matched contributions of up to 9%.
  • Cycle2work scheme.
  • Hybrid Working - Dependent on job role and department.

At MTVH, we value diversity and inclusion, and we want to capture the value that difference brings. We are committed to promoting equality, diversity, and inclusion, and we strive to create an environment where all employees feel comfortable enough to be their true selves. We provide a platform of Network groups for employees to share views, tell us what we're doing well, and recommend improvements.



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