At a Glance
- Tasks: Lead the resolution of complex complaints and enhance resident experiences.
- 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 growth and a commitment to diversity and inclusion.
- Why this job: Make a real difference in residents' lives while developing your career.
- Qualifications: Experience in handling complex complaints and strong communication skills required.
The predicted salary is between 37800 - 46200 £ 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' lives.
What you'll do
- As a Complaints Dispute Resolution Lead, you'll play an important role in resolving complex and escalated complaints, helping residents who have had a poor experience reach a positive and responsive resolution.
- You'll work closely with teams across NHG to resolve issues effectively while helping to reduce the risk of adverse findings against the organisation.
- You'll manage our relationship and communications with the Housing Ombudsman Service, supporting the organisation to maintain compliance and improve the way we respond to residents.
- You'll also provide advice and support to senior leaders and managers handling escalated complaints, including complex Stage 2 responses.
- Through effective complaint resolution, Housing Ombudsman engagement, regulatory compliance, root cause analysis and customer service, you'll help us understand where things have gone wrong, embed learning and improve the experience of our residents.
How you'll do it
- Take a resolution-focused approach to escalated and Stage 2 complaints, providing excellent customer service and ensuring residents' individual needs are considered.
- Support Heads of Service, Service Directors and managers during the review stage, including drafting complex complaint responses.
- Review complaints and compensation, advising on the appropriate level of rigour required at Stage 2.
- Manage contact and communication with the Housing Ombudsman and support improvements required to maintain compliance with the Housing Ombudsman Complaint Handling Code.
- Identify potential reputational risks and work with operational teams and the complaints manager to take appropriate mitigating action, ensuring lessons are captured, monitored and prioritised.
- Support complaint reporting and analysis, ensuring accurate and relevant information from Stage 2 and Ombudsman cases can be used to identify trends and drive organisational learning and improvement.
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.
- Extensive experience handling complex complaints and leading the resolution of high-profile and business-significant escalated complaints, including experience administering or coordinating a complex complaints process at Board or Director level.
- Experience of working with complaints in the housing sector.
- Strong analytical, written and verbal communication skills, with the ability to identify trends, support root cause analysis and build effective relationships with customers, regulators and internal stakeholders.
- Experience of complaints within the housing sector, including knowledge and experience of communicating with the Housing Ombudsman or another Ombudsman service, alongside an understanding of relevant regulatory requirements.
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 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 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 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.
Complaints Dispute Resolution Lead in London employer: Notting Hill Genesis
Notting Hill Genesis is an excellent employer that prioritises the safety and well-being of its employees while fostering a collaborative work culture in the heart of London. With a strong commitment to professional development, employees have access to growth opportunities and training that enhance their skills in compliance and property management. The hybrid working model offers flexibility, allowing you to balance your professional and personal life effectively.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Dispute Resolution Lead in London
✨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 Dispute Resolution Lead in London
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.
