At a Glance
- Tasks: Investigate and resolve complaints, ensuring residents feel heard and valued.
- Company: Join Notting Hill Genesis, a leading housing association dedicated to improving lives.
- Benefits: Enjoy flexible working, generous leave, and discounts at major retailers.
- Other info: Opportunities for professional growth and a supportive work environment.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in complaint handling and strong problem-solving abilities required.
The predicted salary is between 31500 - 38500 £ per year.
Job Introduction
NHG introduced a centralised complaints function in July 2024, and we've already transformed the way we manage complaints, 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.
As we expand, we're looking for passionate individuals to join us on this journey.
This is an exciting opportunity to be part of a growing team that's making a real difference to our residents' lives.
What You’ll Do
Notting Hill Genesis, one of London's largest housing associations, is seeking stage 1 Complaints Investigators to join our growing Complaints Service.
As a Complaints Investigator, you’ll be at the heart of our Complaints Service, making sure residents feel heard and their concerns are resolved fairly and effectively.
You’ll take ownership of complaints at the early stages, investigating what has gone wrong, identifying root causes, and working with colleagues across the organisation to resolve issues quickly and rebuild trust.
Your work will play a key role in improving resident experience and preventing complaints from escalating.
- How You’ll Do It
- Investigate and resolve complaints in a fair, impartial, and customer‑focused way.
- Take ownership of complaints from acknowledgement through to resolution, keeping residents informed at every stage.
- Manage complaints within regulatory timescales, delivering timely and high‑quality responses.
- Aim to resolve complaints at the earliest stage wherever possible, using a resolution‑based approach.
- Prepare comprehensive case papers for complaints progressing to stage 2, providing clear analysis and evidence.
- Draft clear, professional written responses that reflect regulatory best practice.
- Ensure compensation payments are processed accurately and in line with service standards.
- 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 Qualifications
- Experience in handling complaints through to resolution within a regulatory environment.
- Experience in managing complaints from first stage through to more complex responses.
- Strong problem‑solving skills with a resolution‑focused mindset.
- Excellent written communication skills, with the ability to produce clear, well‑reasoned responses.
- Ability to be assertive when needed, while remaining calm, professional, and sensitive.
Desirable Qualifications
- Experience in handling complaints within the property/housing sector.
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 maximize your potential.
Benefits
- 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.
- Health cash plan.
- Staff 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 equivalent to 4 times annual salary.
- All About Us
Notting Hill Genesis is a not‑for‑profit organisation providing affordable homes for Londoners and 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.
Equal Opportunities
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, and other diversity commitments.
To find out more about our approach to equality, diversity and inclusion, please visit the NHG website.
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Complaints Investigator employer: Notting Hill Genesis
Notting Hill Genesis is an exceptional employer dedicated to providing affordable homes for Londoners, fostering a supportive and inclusive work culture. As a Building Manager, you'll enjoy ample opportunities for professional growth, a generous benefits package including flexible working, enhanced parental leave, and access to employee discounts, all while making a meaningful impact in the community. Join us in our mission to enhance the lives of residents and contribute to a diverse and dynamic team.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Investigator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Notting Hill Genesis. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Notting Hill Genesis before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Notting Hill Genesis:Your cover letter is your chance to shine! Tell us why you want to work at Notting Hill Genesis specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Notting Hill Genesis!
How to prepare for a job interview at Notting Hill Genesis
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
