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- Tasks: Investigate complaints and provide excellent customer service to residents.
- Company: Join Notting Hill Genesis, a leading housing association in London.
- Benefits: Enjoy flexible working, generous leave, and staff discounts.
- Why this job: Make a real difference in residents' lives while developing your career.
- Qualifications: Experience in handling complaints and strong communication skills required.
- Other info: Dynamic team environment with opportunities for personal growth.
The predicted salary is between 36000 - 60000 £ per year.
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 livesWhat you\’ll do Notting Hill Genesis, one of London\’s largest housing associations, is seeking 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 itInvestigate 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.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.Experience in handling complaints within the property/housing sectorWhat\’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)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 organisationsHealth cash planStaff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much moreInterest free loans – season ticket loan, tenancy deposit loan, and training loanCycle to work schemeLife Assurance x 4 annual salaryAll 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 a screening callStep 3: Successful candidates will be invited to interview and assessmentPlease 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 .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.#J-18808-Ljbffr
Complaints Investigator employer: Notting Hill Genesis
Contact Detail:
Notting Hill Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Investigator
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Notting Hill Genesis. Understand their mission, values, and recent projects. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to complaints handling and customer service. Think about specific examples from your past experiences that demonstrate your problem-solving skills and ability to stay calm under pressure.
✨Tip Number 3
Show your passion! During the interview, express your genuine desire to make a difference for residents. Share why you care about resolving complaints and how you can contribute to improving the complaints service at NHG.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your interest in the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Complaints Investigator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your experience with complaints handling and customer service. We want to see how your skills align with the role of Complaints Investigator, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role involves a lot of written correspondence, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and make sure to proofread for any typos or errors – we love attention to detail!
Highlight Problem-Solving Experience: We’re looking for someone who can turn challenging situations into positive outcomes. Share specific examples from your past where you successfully resolved complaints or issues, as this will show us you have what it takes to thrive in this role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward – just follow the prompts!
How to prepare for a job interview at Notting Hill Genesis
✨Know Your Stuff
Before the interview, make sure you understand Notting Hill Genesis and their complaints service. Familiarise yourself with their mission, values, and recent news. This will help you demonstrate your genuine interest in the role and how you can contribute to their goals.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved complaints or challenging situations. Be ready to discuss your thought process and the steps you took to achieve a positive outcome. This will highlight your ability to handle complaints effectively.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since the role requires excellent written and verbal communication skills, consider doing mock interviews with a friend or family member. Focus on staying calm and professional, even when discussing difficult topics.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team dynamics, the challenges they face in the complaints process, or how success is measured in this role. This shows your enthusiasm and willingness to engage with the organisation's objectives.