At a Glance
- Tasks: Lead a team to resolve complaints and improve resident experiences.
- Company: Notting Hill Genesis, a leading not-for-profit housing association in London.
- Benefits: Flexible working, generous leave, health cash plan, and staff discounts.
- Other info: Join a growing service with excellent career development opportunities.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in managing teams and handling complaints in a regulatory environment.
The predicted salary is between 37800 - 46200 £ 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 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 a Resolution Team Manager, you'll lead a team focused on making sure residents receive the outcomes and resolutions they have been promised.
Working within the Complaints Service, you'll oversee the delivery of post-decision actions arising from complaints, executive enquiries, and enquiries raised by MPs and Councillors, ensuring commitments are followed through and issues are genuinely resolved.
You'll manage a team of Resolution Officers, providing leadership, coaching and performance management while overseeing complex and sensitive cases.
Through strong collaboration with colleagues across NHG, you'll help ensure learning is embedded, service improvements are delivered and residents receive a fair, consistent and professional experience.
- Lead, motivate and develop a team of Resolution Officers, setting clear expectations and maintaining high standards of performance.
- Manage the allocation, prioritisation and progression of post-decision cases, ensuring work is distributed effectively and completed within timescales.
- Monitor team performance against service standards and regulatory requirements, taking action where cases are at risk of delay.
- Take ownership of complex, sensitive or escalated resolution cases, providing guidance and support to your team.
- Work with operational and specialist teams to remove barriers and ensure agreed actions are delivered in line with regulatory expectations.
- Identify trends and learning from completed cases, feeding insight back into the wider organisation to support service improvement.
- Maintain accurate records and provide reporting on performance, risks, trends and resolution outcomes.
- Build strong relationships across NHG and with external stakeholders to support a coordinated and effective approach to resolution.
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
- Ability to lead, motivate and inspire a team through coaching, feedback and clear performance expectations.
- Experience leading or managing a team within a complaints, resolution or case management environment.
- Strong understanding of complaint handling within a regulatory environment, including complex or high-risk cases.
- Experience managing performance, allocating workloads and developing team members.
- Track record of delivering excellent customer service through a team.
- Excellent written, verbal and interpersonal communication skills.
- Strong organisational skills and the ability to oversee multiple cases and actions through to completion.
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.
- 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
Resolution Team Manager in Chelmsford employer: Notting Hill
Notting Hill & Ealing High School is an exceptional employer, offering a supportive and inclusive work environment where staff are valued and encouraged to grow. As part of the Girls' Day School Trust, employees benefit from comprehensive training programmes, generous discounts for their children, and a strong commitment to professional development. Located in the picturesque West Ealing, the school fosters a culture of ambition and enthusiasm, making it an ideal place for those passionate about education and student engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Resolution Team Manager in Chelmsford
✨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 Resolution Team Manager in Chelmsford
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.
