Job Introduction
NHG introduced a centralised complaints function in July 2024, and we've already transformed the way we manage complaints, but we're determined to go further. Our residents are at the heart of everything we do, and by investing in a dedicated complaints service, we're committed to resolving issues more effectively and delivering a better experience for the people we serve.
As we expand, we're looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team that's making a real difference to our residents lives
What you’ll do
As a Complaints Dispute Resolution Lead, you’ll play an important role in resolving complex and escalated complaints, helping residents who have had a poor experience reach a positive and responsive resolution. You’ll work closely with teams across NHG to resolve issues effectively while helping to reduce the risk of adverse findings against the organisation.
You’ll manage our relationship and communications with the Housing Ombudsman Service, supporting the organisation to maintain compliance and improve the way we respond to residents. As Complaints Dispute Resolution Lead, you’ll also provide advice and support to senior leaders and managers handling escalated complaints, including complex Stage 2 responses.
Through effective complaint resolution, Housing Ombudsman engagement, regulatory compliance, root cause analysis and customer service, you’ll help us understand where things have gone wrong, embed learning and improve the experience of our residents
How you’ll do it
- Take a resolution-focused approach to escalated and Stage 2 complaints, providing excellent customer service and ensuring residents’ individual needs are considered.
- Support Heads of Service, Service Directors and managers during the review stage, including drafting complex complaint responses.
- Review complaints and compensation, advising on the appropriate level of rigour required at Stage 2.
- Manage contact and communication with the Housing Ombudsman and support improvements required to maintain compliance with the Housing Ombudsman Complaint Handling Code.
- Identify potential reputational risks and work with operational teams and the complaints manager to take appropriate mitigating action, ensuring lessons are captured, monitored and prioritised.
- Support complaint reporting and analysis, ensuring accurate and relevant information from Stage 2 and Ombudsman cases can be used to identify trends and drive organisational learning and improvement.
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.
Essential:
- Extensive experience handling complex complaints and leading the resolution of high-profile and business-significant escalated complaints, including experience administering or coordinating a complex complaints process at Board or Director level.
- Experience of working with complaints in the housing sector
- Strong analytical, written and verbal communication skills, with the ability to identify trends, support root cause analysis and build effective relationships with customers, regulators and internal stakeholders.
- Experience of complaints within the housing sector, including knowledge and experience of communicating with the Housing Ombudsman or another Ombudsman service, alongside an understanding of relevant regulatory requirements.
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:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme
- 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 65,000 existing homes and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/
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: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to interview and assessment.
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 jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
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.
