At a Glance
- Tasks: Lead a passionate team to resolve 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 staff discounts at major retailers.
- Other info: Opportunity for professional development and a supportive work culture.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in complaint handling and team management is essential.
The predicted salary is between 56059 - 68517 £ 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 Team Manager, you’ll lead and develop a team of Triage and Service Recovery Officers, Complaints Investigators or Complaints Reviewers to ensure residents receive fair, empathetic and high-quality responses.
You’ll set the standard for excellent complaint handling, making sure cases are resolved in line with regulatory requirements and the Housing Ombudsman's Complaint Handling Code.
Working closely with colleagues across NHG, you’ll help embed a culture of learning, service recovery and continuous improvement that strengthens the experience of our residents.
- How you’ll do it
- Lead, motivate and performance-manage one of the teams within the service, setting clear objectives and fostering accountability and continuous improvement.
- Coach and develop colleagues through regular feedback and structured training plans to build technical expertise and excellent customer service skills.
- Oversee team caseloads to ensure complaints are managed within regulatory timescales and in line with the Complaint Handling Code and NHG policies.
- Quality-check responses to ensure they meet expected standards, offering constructive feedback to drive consistency and improvement.
- Act as the escalation point for complex or business-significant complaints, personally resolving the most sensitive cases where required.
- Build strong working relationships with operational teams and stakeholders to support swift, coordinated complaint resolution.
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 handling complaints in a regulatory environment, managing cases through to resolution.
- Proven experience managing, coaching and developing a team to achieve high-quality outcome
- Experience resolving complex complaints involving multiple stakeholders and applying regulatory requirements
- Track record of delivering exceptional customer service and achieving measurable improvements in customer satisfaction
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 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
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
- #J-18808-Ljbffr
Complaints Team Manager in Camden Town employer: NOTTING HILL
NOTTING HILL offers an exceptional work environment for Senior Software Engineers, where innovation meets collaboration in a dynamic London setting. Employees benefit from a culture that prioritises growth and learning, with opportunities to shape engineering practices and directly impact the company's success. Join a passionate team dedicated to building reliable software solutions while enjoying the unique advantages of working in an early-stage startup atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Team Manager in Camden Town
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NOTTING HILL. 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 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 Team Manager in Camden Town
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:Your cover letter is your chance to shine! Tell us why you want to work at NOTTING HILL 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!
How to prepare for a job interview at NOTTING HILL
✨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.
