Executive Enquiries Officer in London

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 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.

We're 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.

What you'll do

As an Executive Enquiries Officer, you'll oversee complex and high-profile enquiries raised through the CEO's Office, MPs and Councillors, ensuring concerns are investigated thoroughly and resolved fairly.

You'll play a key role in protecting NHG's reputation while delivering excellent outcomes for residents and stakeholders.

Working as part of the Executive Enquiries and Aftercare team, you'll coordinate responses across the organisation, gathering information from multiple teams and ensuring enquiries are handled professionally, sensitively and in line with the Housing Ombudsman Complaint Handling Code.

Your work will help strengthen customer trust, identify opportunities for service improvement and provide valuable insight to senior leaders.

• How you'll do it
• Manage executive enquiries from the CEO's Office, MPs and Councillors, ensuring responses are issued within agreed timescales and regulatory requirements.
• Take ownership of enquiries from initial acknowledgement through to resolution, keeping stakeholders informed throughout the process.
• Investigate complex issues by gathering information from multiple departments and reviewing evidence to inform decisions.
• Draft high-quality correspondence that demonstrates thorough investigation, balanced decision-making and professionalism.
• Build strong working relationships with residents, resident representatives, MPs, Councillors and internal stakeholders.
• Make evidence-based decisions on outcomes, compensation and remedies in line with organisational policies and regulatory guidance.
• Maintain accurate case records and ensure all customer interactions, evidence and decisions are documented appropriately.
• Work collaboratively with colleagues across the Complaints Service to ensure consistency, learning and continuous improvement.

Hybrid working applies, with at least two days per week in the office, depending on business need.

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

• Awareness of political sensitivities when dealing with MPs, Councillors and other high‑profile stakeholders.
• Experience resolving complex enquiries involving multiple stakeholders and coordinating responses across departments.
• Proven track record of delivering excellent customer service in challenging or high‑pressure environments.
• Excellent written and verbal communication skills, with the ability to prepare professional correspondence for senior and external audiences.
• Strong problem‑solving and decision‑making skills, with the confidence to take ownership of complex cases.
• Excellent organisational and time‑management skills, with a focus on meeting deadlines and service standards.

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
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