At a Glance
- Tasks: Support the Complaints Service by managing records and providing excellent customer service.
- 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: Great opportunities for personal growth and professional development.
- Why this job: Make a real difference by helping residents feel heard and supported.
- Qualifications: Customer service and administrative experience with strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Job Introduction
At Notting Hill Genesis, we're committed to making sure residents feel listened to and that concerns are addressed fairly and effectively.
As a Complaints Service Assistant, you'll play an important role in supporting our Complaints Service, helping to ensure complaints are recorded, managed and monitored efficiently while maintaining high standards of customer service and regulatory compliance.
This Complaints Service Assistant role focuses on providing high-quality administrative support to the wider complaints team.
You'll help keep systems and records up to date, support the production of performance information, and ensure colleagues have the information they need to deliver a responsive and effective complaints service.
- How you'll do it
- Provide administrative and secretarial support to the Complaints Service, including handling confidential and sensitive information.
- Coordinate meetings and discussions, preparing agendas, organising logistics and managing invitations.
- Maintain accurate records, filing systems, databases and complaint information to support effective case management.
- Support the collection and production of service performance data and management information.
- Act as a central point of contact for colleagues seeking information or assistance with complaints administration processes.
- Liaise with internal departments and external stakeholders to gather information and support complaint resolution activity.
- Provide wider administrative support across the Customer Experience function when required.
- 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.
Essential
- Experience in customer service.
- Administrative experience.
- Strong written and verbal communication skills
- Excellent attention to detail and accuracy in record-keeping and documentation.
- Confidence using email systems, databases and other software applications.
- Understanding of complaint handling principles and good customer service practice.
- Understanding of data protection requirements and the importance of confidentiality.
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)
- 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.
For more information on what we do and what makes us different please visit:
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:
- Location/Region: London, United Kingdom
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Service Assistant 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 Service Assistant 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.
