Complaints Manager

Notting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Manager to join our exciting new complaints service. The Complaints Manager role is to ensure compliance with policies and regulations whilst fostering a culture of continuous improvement.

How you'll do it

As a Complaints Manager, you will be the expert in resolving complex complaints and promoting service excellence. You will work across the Service Delivery team, Complaints Triage team, and the Ombudsman and Service Improvement team. You will manage these teams on a rotating basis and your leadership will guide the teams to maintain high standards and address complaints effectively.

Your main responsibilities will include:

1. Applying specialist knowledge and experience to drive operational performance across the team (within the housing sector is desirable)
2. Creating and maintaining a culture that supports high performance, accountability, and professionalism
3. Providing training to develop team members to develop technical expertise
4. Building strong relationships with stakeholders to facilitate collaboration and partnership
5. Using your expertise to make recommendations for improvements with a focus on adding value and improving quality and customer service
6. Ensuring complaints are managed in line with the housing ombudsmen's Complaint Handling Code, by project managing the team to provide high-quality responses

The Ideal Candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

1. Experience in managing complex and high volume complaints
2. Experience in interpreting and applying complex legislation and regulations to particular situations, and the ability to engage in debate about these issues
3. Proven ability of managing a high performing team, setting goals, and clear objectives
4. Excellent verbal and written communication and interpersonal skills
5. Confident and proactive approach to problem-solving

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential. Benefits include:

1. Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
2. Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
3. Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
4. Health cash plan
5. Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
6. Interest-free loans - season ticket loan, tenancy deposit loan, and training loan
7. Cycle to work scheme.
8. Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff. For more information on what we do and what makes us different please visit:

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity, and inclusion please visit:

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 25 February 2025.

Step 2: Successful candidates will be asked to complete an assessment

Step 3: Successful candidates will be invited to interview

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

Salary £52,414 to £58,238 per annum for 35 hours per week.