Vacancies

Head of Complaints

Main Responsibility

As the Head of Complaints, you will play a pivotal role in elevating customer satisfaction. This role offers you the opportunity to drive exceptional customer experiences by effectively managing complaints, identifying trends, and spearheading continuous improvement initiatives.

This is a great opportunity to make a positive impact by helping to make residents feel heard and empowered.

We value and respect difference and are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. Our optimal balance of three days a week in the office or with customers ensures we're at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes. Some roles lend themselves to flexible options more than others and we are open to discussing agile working opportunities during the hiring process.

The Ideal Candidate

We are seeking a dynamic and passionate leader who can drive change, enhance customer experiences, and shape the future of complaints management. The ideal candidate will possess:

• Experience in working closely with external regulators and ensuring relationships there are built and strengthened.

• Thorough grasp of complaints management and best practices.

• Extensive expertise in resolving complex complaints from start to finish.
• Strong analytical skills to spot trends, perform root cause analysis, and drive improvements, including customer feedback utilisation.
• Excellent communication and interpersonal abilities for customer, regulator, and internal interactions.
• Proven track record in cross-functional teamwork and nurturing a customer-focused culture.
• Awareness of relevant regulations, ensuring industry compliance.

What’s in it for me?

• Excellent annual leave allowance and flexible working opportunities
• Generous pension scheme 
• Enhanced maternity, paternity and adoption pay
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan 
• Staff discounts
• Interest free loans: season ticket loan, tenancy deposit loan and training loan 
• Cycle to work scheme
• Life assurance x4 annual salary

How to apply/selection process

Step 1 – Send your CV

Step 2 – Successful candidates will be selected for an interview

Step 3 – Successful candidates will be asked to present to the interview panel or submit a prescribed piece of work – you will be told in advance what you need to prepare for

Step 4 – Psychometric management test

Closing date: 11 September

Interview date: w/c 18 September

Please review the attached role profile for more information.

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via jobs@nhg.org.uk to discuss your requirements.

About the Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 67,000 homes and employ around 1,500 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future. For more information on what we do and what makes us different please visit: https://www.nhg.org.uk/about-us/

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of ethnically diverse colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage ethnically diverse candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation

To find out more about Diversity and inclusion at NHG, please visit our website.