Job Introduction
In July 2024 we introduced a centralised complaints function and have already transformed the way we manage complaints at Notting Hill Genesis (NHG), 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.
We’re now expanding with a new team responsible for managing enquiries from MPs, Councillors and our Executive Board (EB). It’s an exciting opportunity to join a growing service that’s making a real difference to our residents’ lives.
What you’ll do
As Executive Enquiries and Aftercare Operations Manager, you’ll lead a team of lead officers who will be the primary escalation point for complex, sensitive and business-critical enquiries from MPs, Councillors, the CEO’s office and the Executive Board, ensuring swift responses while protecting the organisation’s reputation and maintaining strong stakeholder relationships.
You will also lead a team manager and resolution team who will make sure outstanding actions are tracked, chased and completed. You’ll use enquiry insight to drive learning and continuous improvement, holding operational teams accountable for the commitments made to residents and stakeholders.
How you’ll do it
- Lead and performance manage a team manager and officers handling high-profile executive enquiries from MPs, Councillors, the CEO’s office and the Executive Board.
- Coach and develop colleagues through regular feedback and structured development, building capability and clear succession at every level.
- Act as the escalation point for the most complex, sensitive and business-significant enquiries, personally resolving cases where required.
- Oversee performance against service level agreements, quality standards and regulatory requirements, including the Complaint Handling Code and NHG policies.
- Build strategic relationships with our Corporate Affairs department, senior leaders, MPs, Councillors and the Executive Board, and partner with the Complaints Service Operations Managers to keep a consistent approach across the service.
- Champion the customer and stakeholder voice, using feedback from executive enquiries to drive service improvement and a culture of accountability.
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:
- Proven experience in operational management within a complex, high-volume complaints, enquiries or customer service environment
- Experience managing both team managers and officers directly, including performance management, capability building and coaching at different levels
- Experience handling high profile, sensitive complaints and enquiries involving senior stakeholders, MPs and/or Councillors
- Experience in action tracking, resolution coordination or similar processes that require cross organisational collaboration and accountability
- Strong political awareness and sensitivity when dealing with MPs, Councillors and politically sensitive matters
- Experience managing relationships with MPs' offices and local authority representatives
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.
