Complaints Service Operations Manager

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 were determined to go further. Our residents are at the heart of everything we do, and by investing in a dedicated complaints service we are committed to resolving issues more effectively and delivering a better experience for the people we serve.
We are now strengthening that service with a new Complaints Service Operations Manager role. This is a new role within our established complaints service, leading one of two operational groupings - either our Triage, Service Recovery and Investigations teams, or our Reviews, Housing Ombudsman Service (HOS) and Learning teams. It's an exciting opportunity to take on real ownership within a growing service that's making a tangible difference to our residents' lives.

What you'll do

• As Complaints Service Operations Manager, you'll be the organisational expert for complaint management across your teams, leading team managers and leads who oversee multifaceted complaint handling.
• You'll ensure compliance with our policies, procedures and regulatory requirements, while motivating and developing your people to deliver an excellent, customer-centric experience.
• You'll foster a culture of continuous improvement, using data and resident feedback to identify risks, optimise service delivery and drive learning.
• You'll hold operational teams accountable for the commitments made to residents, championing service excellence with a view to achieving and maintaining a sector-leading customer experience.

How you'll do it

• Lead, develop and performance-manage the team managers and leads who oversee your complaint handling teams, ensuring consistent high performance and professional standards across the service.
• Coach and develop colleagues through regular feedback and structured development, building capability and clear succession at every level.
• Act as the organisational expert for complaint management, personally resolving the most complex, multifaceted and sensitive cases where required.
• Oversee performance against service level agreements, quality standards and regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code and NHG policies.
• Use data and resident feedback to identify risks, optimise service delivery and work with operational teams across NHG to tackle systemic issues.
• Build strategic relationships with senior leaders, operational teams and external stakeholders including the Housing Ombudsman Service, and partner with fellow Complaints Service and Executive Enquiries Operations Managers to keep a consistent approach across the service.

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

• Operational management experience within a complex, high-volume complaints or customer service environment.
• Experience managing team managers and developing teams through performance management, coaching and capability building.
• Experience resolving complex, multi-faceted complaints and applying regulatory requirements in practice.
• Experience managing resources effectively to deliver operational efficiency and value for money.
• Track record of driving service excellence and improving customer satisfaction and quality outcomes.
• Experience working in social housing or a regulated customer service environment.

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.

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 our website.

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 our website.

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.

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.