Complaints Dispute Resolution Lead

NOTTING HILL; Camden Town; On-site; GBP 60,000 - 75,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working

Generous pension

Life Assurance x4 salary

Health cash plan

Employee assistance

Staff discounts

Job summary

Notting Hill Genesis is seeking a Complaints Dispute Resolution Lead to drive the resolution of escalated complaints and complex Stage 2 responses across the organisation. You will work with Heads of Service, Service Directors and regulators to ensure timely, compliant outcomes.

You will advise senior leaders on root cause analysis, identify trends, and embed learning to improve residents’ experience. This is a pivotal role in a not-for-profit housing association with a large portfolio and a

Qualifications

• Extensive experience handling complex complaints and leading resolution of escalated cases.
• Experience working with housing sector complaints and knowledge of Housing Ombudsman procedures.
• Strong analytical, written and verbal communication skills to identify trends and drive improvements.

Responsibilities

• Resolve escalated and Stage 2 complaints with a resolution-focused approach.
• Draft complex complaint responses for Heads of Service and Directors.
• Review complaints and compensation to determine appropriate Stage 2 rigor.
• Liaise with Housing Ombudsman and ensure compliance with the Housing Ombudsman Complaint Handling Code.
• Identify reputational risks and coordinate with teams to mitigate and learn from issues.
• Support reporting and analysis to identify trends and drive organisational learning.

Skills

Complex complaints handling

Housing sector experience

Analytical skills

Regulatory liaison

Stakeholder management

Written communication

Verbal communication

Job description

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 Dispute Resolution Lead, you'll play an important role in resolving complex and escalated complaints, helping residents who have had a poor experience reach a positive and responsive resolution. You'll work closely with teams across NHG to resolve issues effectively while helping to reduce the risk of adverse findings against the organisation. You'll manage our relationship and communications with the Housing Ombudsman Service, supporting the organisation to maintain compliance and improve the way we respond to residents. As Complaints Dispute Resolution Lead, you'll also provide advice and support to senior leaders and managers handling escalated complaints, including complex Stage 2 responses. Through effective complaint resolution, Housing Ombudsman engagement, regulatory compliance, root cause analysis and customer service, you'll help us understand where things have gone wrong, embed learning and improve the experience of our residents How you'll do it

• Take a resolution-focused approach to escalated and Stage 2 complaints, providing excellent customer service and ensuring residents' individual needs are considered.
• Support Heads of Service, Service Directors and managers during the review stage, including drafting complex complaint responses.
• Review complaints and compensation, advising on the appropriate level of rigour required at Stage 2.
• Manage contact and communication with the Housing Ombudsman and support improvements required to maintain compliance with the Housing Ombudsman Complaint Handling Code.
• Identify potential reputational risks and work with operational teams and the complaints manager to take appropriate mitigating action, ensuring lessons are captured, monitored and prioritised.
• Support complaint reporting and analysis, ensuring accurate and relevant information from Stage 2 and Ombudsman cases can be used to identify trends and drive organisational learning and improvement.
  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:

• Extensive experience handling complex complaints and leading the resolution of high-profile and business-significant escalated complaints, including experience administering or coordinating a complex complaints process at Board or Director level.
• Experience of working with complaints in the housing sector
• Strong analytical, written and verbal communication skills, with the ability to identify trends, support root cause analysis and build effective relationships with customers, regulators and internal stakeholders.
• Experience of complaints within the housing sector, including knowledge and experience of communicating with the Housing Ombudsman or another Ombudsman service, alongside an understanding of relevant regulatory requirements.
  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 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