At a Glance
- Tasks: Lead a team managing high-profile enquiries from MPs and Councillors, ensuring swift resolutions.
- Company: Join Notting Hill Genesis, a leading not-for-profit housing association in London.
- Benefits: Enjoy flexible working, generous leave, and discounts at major retailers.
- Other info: Opportunities for professional development and a supportive work culture await you.
- Why this job: Make a real difference in residents' lives while developing your career.
- Qualifications: Experience in operational management and handling sensitive enquiries is essential.
The predicted salary is between 40000 - 50000 £ per year.
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 expanding with a new team responsible for managing enquiries from MPs, Councillors and our Executive Board (EB). It's an exciting opportunity to join a growing service that's making a real difference to our residents' lives.
As Executive Enquiries and Aftercare Operations Manager, you'll lead a team of lead officers who will be the primary escalation point for complex, sensitive and business-critical enquiries from MPs, Councillors, the CEO's office and the Executive Board, ensuring swift responses while protecting the organisation's reputation and maintaining strong stakeholder relationships. You will also lead a team manager and resolution team who will make sure outstanding actions are tracked, chased and completed. You'll use enquiry insight to drive learning and continuous improvement, holding operational teams accountable for the commitments made to residents and stakeholders. This role will be primarily based in Chelmsford; however, travel to our offices in Kings Cross and Hammersmith may be required.
What you'll do:
- Lead and performance manage a team manager and officers handling high-profile executive enquiries from MPs, Councillors, the CEO's office and the Executive Board.
- Coach and develop colleagues through regular feedback and structured development, building capability and clear succession at every level.
- Act as the escalation point for the most complex, sensitive and business-significant enquiries, personally resolving cases where required.
- Oversee performance against service level agreements, quality standards and regulatory requirements, including the Complaint Handling Code and NHG policies.
- Build strategic relationships with our Corporate Affairs department, senior leaders, MPs, Councillors and the Executive Board, and partner with the Complaints Service Operations Managers to keep a consistent approach across the service.
- Champion the customer and stakeholder voice, using feedback from executive enquiries to drive service improvement and a culture of accountability.
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:
- Proven experience in operational management within a complex, high-volume complaints, enquiries or customer service environment.
- Experience managing both team managers and officers directly, including performance management, capability building and coaching at different levels.
- Experience handling high profile, sensitive complaints and enquiries involving senior stakeholders, MPs and/or Councillors.
- Experience in action tracking, resolution coordination or similar processes that require cross-organisational collaboration and accountability.
- Strong political awareness and sensitivity when dealing with MPs, Councillors and politically sensitive matters.
- Experience managing relationships with MPs offices and local authority representatives.
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.
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:
- 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.
Executive Enquiries Operations Manager employer: Notting Hill Genesis
Notting Hill Genesis is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive work culture where your contributions truly matter. With a commitment to continuous improvement and a range of benefits including flexible working, generous leave, and professional development opportunities, you will thrive in a role that not only enhances your career but also makes a meaningful impact on the lives of residents in Chelmsford and beyond.
StudySmarter Expert Advice🤫
We think this is how you could land Executive Enquiries Operations Manager
✨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 Executive Enquiries Operations Manager
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.
