Business Improvement Partner (Complaints Handler)

Merthyr Tudful, Wales, United Kingdom Merthyr Valleys Homes Vacancy

Business Improvement Partner (Complaints Handler)

Location: Merthyr Tydfil - Hybrid

Salary: £30,914 to £31,633 Pro Rata (Appointment at the bottom of the band)

Contract Type: 6 Month Fixed Term Contract

Hours of work: 25hrs - (20hrs 4 Day Week)

Working Pattern: 10:30-14:30 Mon-Fri

Are you passionate about providing great outcomes and resolutions to tenants & stakeholders?

If so, we would love you to come and join our amazing mutual!

Are you our ideal candidate?

As our Business Improvement Partner, you'll deliver an exceptional business improvement service through managing correspondence and relationships with tenants and other stakeholders (including Elected Representatives) who raise questions, concerns and complaints to Merthyr Valleys Homes.

You'll be the primary point of contact for all complaints, compliments and concerns and will act as the relationship manager during investigations and resolutions.

Is this for you?

You'll join us with a wealth of customer service experience, particularly in handling complaints in a timely manner and delivering resolutions whilst maintaining strong relationships with a range of stakeholders. You'll have the ability to plan and deliver your own workload, and will be able to populate and maintain databases recording actions and notes.

Whilst experience of working in social housing is not essential, an understanding of social housing regulations and requirements is preferred to be able to hit the ground running for this short-term post.

How to apply:

To apply for this role, head over to our website to complete a short application and upload a CV.

When you upload your CV, can we ask that you don't include any personal information that identifies you. This means we can recruit based on your knowledge and skills, not background, gender and ethnicity.

Personal information would include the following:

• Name/Title
• Educational institutions
• Age
• Gender
• Email and postal address
• Phone number
• Nationality/immigration status

Please be advised that you will need the relevant RTW in the UK documents for this role.

Closing date for applications is Wednesday 30th September 2026 at 14:00.

Merthyr Valleys Homes reserves the right to close this vacancy early if a high number of sufficient applications are received prior to the closing date.

Our Mutual

As well as having a great culture, we offer a range of excellent benefits. These include generous annual leave and pension contributions, family friendly working arrangements, exciting career progression opportunities, 24/7 access to our Employee Assistance Programme and Happy Me, our very own initiative to support your wellbeing and help you to thrive.

There's more - we're trialling a 4 day working week exploring the possibility of balancing a shorter working week with higher productivity and improved services to tenants. So, 100% of our services, in 80% of the hours, for 100% of the salary.

You can be proud to be part of an organisation who's passionate about giving back in every aspect of what we do. We're an anchor investor, proudly supporting our communities and the people who live in them.

We are committed to our responsibilities as a landlord, business and mutual in every way. We are passionate about playing our part in tackling the climate emergency, and our new Climate Strategy clearly sets our commitments, actions and goals to do this.

Joining our mutual will give you the opportunity to become a member and have your say. Our Chief Executive, Michelle Reid, is hugely committed to tenants and employees working together to grow and shape our mutual. To meet our CEO and to get a better sense of who we are, grab yourself a cuppa and click here.

Diversity & Inclusion

We don't like to complicate things at MVH. If you are driven to perform, you'll fit right in, it's as simple as that really! We believe people's differences are what make them great and actively seek out multiple approaches and perspectives. We're passionate about building a culture where everyone feels comfortable bringing their authentic, whole self to work.

We're committed to the principles of equality and diversity, and we want to be a mutual for everyone. We have been awarded the prestigious Tai Pawb "Quality in Equality and Diversity" accreditation, but we know that we still have work to do. People from Black, Asian and Minority Ethnic communities are currently under-represented in our mutual. We actively encourage people from these communities to apply for this and other roles within the organisation. We operate the Rooney rule and guarantee to interview all under-represented people who meet our essential criteria.

We welcome applications from individuals with disabilities and encourage you to share your Health Adjustment Passport with us. This helps us provide the necessary support and adjustments to support you in your role.

About Us

We are all about people, communities and delivering high quality affordable services. We are the first tenant and employee mutual housing association in Wales. The principles of mutuality guide what we do, from being a living wage employer and living rent landlord, to the mixed representation from tenants and employees we have within our uniquely designed governance structure. We are a successful organisation with great housing services, we have sound finances and believe in being efficient. You can read our latest Annual Report, Democratic Body Report to Members, and Value for Money statement by clicking here.

Our Benefits

Merthyr Valleys Homes is a great place to be! Find out about all our great benefits by clicking here.

Working at MVH

You can also find out what some of our team have to say about working at MVH below: