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For Companies At a Glance
- Tasks: Manage resident complaints and provide excellent customer service to enhance their experience.
- Company: Join Notting Hill Genesis, a leading housing association dedicated to affordable homes.
- Benefits: Enjoy flexible working, generous leave, and discounts at major retailers.
- Why this job: Make a real difference in residents' lives while growing your career.
- Qualifications: Experience in customer service or complaint management is essential.
- Other info: Diverse and inclusive workplace with opportunities for professional development.
The predicted salary is between 36000 - 60000 £ per year.
NHG introduced a centralised complaints function in July 2024, and we have already transformed the way we manage complaints, but we are 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. As we expand, we are looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team that is making a real difference to our residents' lives.
As one of London’s largest housing associations, we are seeking proactive Complaint Triage and Service Recovery Officers to join our exciting Complaints Service to play an essential role in managing resident dissatisfaction.
What You’ll Do
- Providing excellent customer service to customers, escalating their concerns through various channels, including correspondence and phone.
- Responding to residents in a timely and customer-friendly manner.
- Using effective service recovery strategies to address dissatisfaction and restore trust in Notting Hill Genesis.
- Collaborating with internal teams to identify the best course of action in resolving escalated service requests.
- Ensuring all associated complaints paperwork is accurately documented and stored with the CRM system.
- Prioritising and categorising complaints based on urgency, complexity, and potential impact, ensuring appropriate escalation and allocation to the right team.
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. We are eager to hear from applicants with customer service, complaint management or service recovery roles in housing. 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
- Proven experience in customer service, complaint management or service recovery roles.
- Excellent communication and interpersonal skills.
- Proficiency in using Customer Relationship Management (CRM) software.
Desirable
- Experience 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 maximise 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 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.
All 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.
Equal Opportunity
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.
Selection Process
If you are interested, please send your application now! 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 via jobs@nhg.org.uk. 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.
Complaints Triage and Service Recovery Officer employer: Notting Hill Genesis
Contact Detail:
Notting Hill Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Triage and Service Recovery Officer
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Notting Hill Genesis. Understand their mission and values, especially how they prioritise resident satisfaction. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Complaint Triage and Service Recovery Officer, you'll need to communicate effectively with residents. Try role-playing common scenarios with a friend or family member to build your confidence and refine your approach.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you've successfully resolved complaints or improved customer service. Be ready to share these stories during your interview to demonstrate your capability in handling resident dissatisfaction.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and keen to join the team at Notting Hill Genesis. Don’t wait too long; get your application in early to stand out!
We think you need these skills to ace Complaints Triage and Service Recovery Officer
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for helping residents shine through. We want to see that you genuinely care about improving their experience and are excited about the role.
Tailor Your Experience: Make sure to highlight any relevant experience in customer service or complaint management. We’re looking for specific examples that demonstrate how you've successfully handled similar situations in the past.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit.
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 this exciting opportunity with Notting Hill Genesis.
How to prepare for a job interview at Notting Hill Genesis
✨Know the Company Inside Out
Before your interview, take some time to research Notting Hill Genesis. Understand their mission, values, and recent initiatives in complaint management. This will not only show your genuine interest but also help you tailor your responses to align with their goals.
✨Showcase Your Customer Service Skills
As a Complaints Triage and Service Recovery Officer, your ability to handle customer concerns is crucial. Prepare specific examples from your past experiences where you successfully resolved complaints or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Familiarise Yourself with CRM Software
Since proficiency in Customer Relationship Management (CRM) software is essential for this role, brush up on any relevant systems you’ve used before. If you have experience with specific CRM tools, be ready to discuss how you utilised them to manage complaints effectively.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face in complaint management, and opportunities for professional development. This shows that you’re not just interested in the role, but also in contributing to the team's success.
