Complaints Root Cause Analyst in City of Westminster

As the Complaints Root Cause Analyst, you will play a critical role in driving organisational learning and continuous improvement across Notting Hill Genesis. Working within the Complaints Service, you’ll analyse complaint trends, identify underlying root causes, and provide valuable insights that help improve services and customer satisfaction.

You’ll act as the learning voice of the complaints service, ensuring customer experiences are translated into meaningful business improvements. Through detailed analysis, collaboration with stakeholders, and clear storytelling, you’ll influence positive change and help prevent recurring complaints across the organisation.

This is an exciting opportunity for someone who is passionate about customer experience, problem‑solving, and driving systemic improvement within a complex organisation.

How you’ll do it:

• Act as the learning voice of the complaints service, advocating for customers and highlighting critical complaint learning to senior leaders and stakeholders.
• Review complaint cases from initial service recovery through to Housing Ombudsman Service (HOS) cases to identify trends, recurring themes, and root causes.
• Present high‑impact complaint learning and evidence‑based insights to business areas to support organisational learning and service improvement.
• Collaborate with cross‑functional teams to gather insights and understand contributing factors behind customer dissatisfaction.
• Analyse process deficiencies, communication breakdowns, operational challenges, and customer expectations to accurately determine root causes.
• Proactively identify opportunities for process improvement based on complaint findings, benchmarking, and industry best practice.
• Support the implementation of corrective and preventative actions (CAPAs) to address root causes and reduce recurring complaints.
• Monitor the effectiveness of improvement actions through follow‑up assessments, metrics tracking, and regular reviews.
• Champion a culture of continuous improvement, innovation, and shared learning across the organisation.
• Participate in cross‑functional improvement projects that enhance customer satisfaction and service delivery.
• Ensure compliance with all relevant NHG policies, statutory requirements, health and safety standards, and financial regulations.
• Work flexibly within NHG’s hybrid working arrangements, attending the office at least two days per week.

The ideal candidate:

• Proven experience in root cause analysis, quality assurance, complaints analysis, or process improvement.
• Strong understanding of root cause analysis methodologies and tools.
• Experience influencing stakeholders and confidently challenging the status quo to drive improvement.
• Ability to communicate complex findings clearly and present difficult messages professionally to senior audiences.
• Strong analytical and problem‑solving skills with the ability to interpret data, trends, and customer insight.
• Experience working collaboratively across teams to implement change and continuous improvement initiatives.
• Intermediate IT and systems skills, including Microsoft Office applications.
• Knowledge of complaint management frameworks and regulatory requirements is desirable.
• Project management or cross‑functional improvement experience would be advantageous.

What’s in it for you?

• 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.

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.

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 among other diversity commitments.