Job Introduction
What you’ll do
At Notting Hill Genesis, we’re committed to making sure residents feel listened to and that concerns are addressed fairly and effectively. As a Complaints Service Assistant, you’ll play an important role in supporting our Complaints Service, helping to ensure complaints are recorded, managed and monitored efficiently while maintaining high standards of customer service and regulatory compliance.
This Complaints Service Assistant role focuses on providing high‑quality administrative support to the wider complaints team. You’ll help keep systems and records up to date, support the production of performance information, and ensure colleagues have the information they need to deliver a responsive and effective complaints service.
How you’ll do it
- Provide administrative and secretarial support to the Complaints Service, including handling confidential and sensitive information.
- Coordinate meetings and discussions, preparing agendas, organising logistics and managing invitations.
- Maintain accurate records, filing systems, databases and complaint information to support effective case management.
- Support the collection and production of service performance data and management information.
- Act as a central point of contact for colleagues seeking information or assistance with complaints administration processes.
- Liaise with internal departments and external stakeholders to gather information and support complaint resolution activity.
- Provide wider administrative support across the Customer Experience function when required.
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:
- Experience in customer service.
- Administrative experience.
- Strong written and verbal communication skills
- Excellent attention to detail and accuracy in record‑keeping and documentation.
- Confidence using email systems, databases and other software applications.
- Understanding of complaint handling principles and good customer service practice.
- Understanding of data protection requirements and the importance of confidentiality.
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 10,000 more in our pipeline 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.
