Job Introduction
Notting Hill Genesis, one of London's largest housing associations, is seeking Complaints Investigators to join our newly established complaints service on a 12-month fixed-term contract.
This is more than a job - it's an opportunity to develop a new department, influence service delivery, and demonstrate the very best of what our organisation can achieve. If you're ready to step up, use your existing skills in a transformative way, and make a real difference to our residents' lives, we want to hear from you!
Our complaints service is growing, and we're looking for experienced colleagues to join us in delivering exceptional service to our community. If you understand housing and have a passion for turning challenging situations into positive outcomes, this could be the perfect next step in your career.
What will you do?
In this role, you'll be responsible for investigating and resolving complaints with fairness and understanding. We're looking for someone who can take full ownership of cases, conduct thorough investigations, and rebuild trust with our residents. You'll work independently to make decisions that matter, while collaborating with teams across Notting Hill Genesis to drive improvements in our services.
- Investigate complaints independently, using all available information to reach fair and timely resolutions.
- Provide excellent customer service through written correspondence, phone calls, and in-person interactions.
- Manage complaints from first stage through to complex regulatory responses, keeping residents informed throughout.
- Prepare high-quality written responses and documentation for internal reviews and external regulators.
- Process compensation payments in line with service standards.
- Maintain accurate records using our CRM system and ensure compliance with relevant policies.
- Collaborate with teams across NHG to deliver coordinated, resident-focused outcomes.
- Support continuous improvement by sharing insights and helping to strengthen our complaints handling reputation.
The Ideal Candidate
We're looking for someone who can solve problems effectively, communicate clearly both in writing and in person, and stay professional even in challenging situations. Most importantly, you'll need to be someone who genuinely cares about making things right for our residents. We've embraced modern ways of working, offering hybrid arrangements that give you flexibility while keeping you connected to your colleagues and our residents.
Essential:
- Experience handling stage one and stage two complaints in a regulatory environment.
- Proven ability to manage cases from initial contact through to resolution.
- Strong problem-solving skills and a track record of delivering excellent customer service.
- Excellent written and verbal communication skills, with attention to detail.
- Confident and professional approach, able to remain calm and assertive when needed.
Desirable:
- Experience handling complaints within housing
- Familiarity with CRM systems and complaint tracking tools.
If you're currently working in housing and looking for a role where you can make a genuine difference, where your understanding of our residents' needs will be valued, and where you can help shape how we deliver our services, we'd love to hear from you!
Ready to take the next step? Get in touch and let's talk about how you can help us work better together for our residents.
What’s in it for you?
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 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: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! Closing date is 5th September 2025.
Step 2: Successful candidates will be asked to do an assessment and attend an 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 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.
