Notting Hill Genesis
Complaints Service Operations Manager
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Complaints Service Operations Manager
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 strengthening that service with a new Complaints Service Operations Manager role. This is a new role within our established complaints service, leading one of two operational groupings—either our Triage, Service Recovery and Investigations teams, or our Reviews, Housing Ombudsman Service (HOS) and Learning teams. It's an exciting opportunity to take on real ownership within a growing service that's making a tangible difference to our residents' lives.
What You’ll Do
As Complaints Service Operations Manager, you'll be the organisational expert for complaint management across your teams, leading team managers and leads who oversee multifaceted complaint handling. You'll ensure compliance with our policies, procedures and regulatory requirements, while motivating and developing your people to deliver an excellent, customer-centric experience.
You’ll foster a culture of continuous improvement, using data and resident feedback to identify risks, optimise service delivery and drive learning. You’ll hold operational teams accountable for commitments made to residents, championing service excellence with a view to achieving and maintaining a sector-leading customer experience.
How You’ll Do It
- Lead, develop and performance-manage the team managers and leads who oversee complaint handling teams, ensuring consistent high performance and professional standards across the service.
- Coach and develop colleagues through regular feedback and structured development, building capability and clear succession at every level.
- Act as the organisational expert for complaint management, personally resolving the most complex, multifaceted and sensitive cases where required.
- Oversee performance against service level agreements, quality standards and regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code and NHG policies.
- Use data and resident feedback to identify risks, optimise service delivery, and work with operational teams across NHG to tackle systemic issues.
- Build strategic relationships with senior leaders, operational teams, and external stakeholders, including the Housing Ombudsman Service, and partner with your fellow Complaints Service and Executive Enquiries Operations Managers to maintain consistency across the service.
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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.
Note: 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
- Operational management experience within a complex, high-volume complaints or customer service environment.
- Experience managing team managers and developing teams through performance management, coaching and capability building.
- Experience resolving complex, multi-faceted complaints and applying regulatory requirements in practice.
- Experience managing resources effectively to deliver operational efficiency and value for money.
- Track record of driving service excellence and improving customer satisfaction and quality outcomes.
- Experience working in social housing or a regulated customer service environment.
What’s in it for You?
Once you join us, enjoy growth opportunities and access to learning initiatives. Benefits include:
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- 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 from independent providers).
- Health cash plan.
- Staff discounts (access to discounts at retailers, gyms, restaurants, entertainment, and more).
- Interest-free loans (season ticket, tenancy deposit, and training loan).
- Cycle to work scheme.
- Life Assurance (Stipend: x 4 annual salary).
All About Us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners—now one of the largest housing associations in London. As a landlord and developer, we serve:
- 65,000+ existing homes.
- 10,000+ homes in development.
We employ approximately 1,800 staff across a mission-driven organisation.
For more details on our work and ethos, visit: [www.nhg.org.uk]
Diversity Commitment: We welcome applications from everyone and actively strive for equal representation throughout our organisation. We are a Stonewall Diversity Champion and a Disability Confident employer, among other diversity initiatives. Learn more about our equality, diversity, and inclusion (EDI) policies here: [www.nhg.org.uk/EDI]
Selection Process
Step 1: Apply now if interested in the role! Step 2: Successful candidates will be invited to interview and assessment.
Please apply online. If you have difficulty applying or need reasonable adjustments for a disability or medical condition, contact our hiring team at jobs@nhg.org.uk for support.
Note: If a redeployee (internal candidate) applies, their application will be considered before external applicants.
NHG reserves the right to close this vacancy early if sufficient applications are received, so apply as soon as possible.
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