Complaints Investigator

NOTTING HILL; Camden Town; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Annual leave

Pension

Maternity/paternity pay

Employee assistance

Health cash plan

Staff discounts

Cycle to work

Life Assurance

Job summary

Notting Hill Genesis is seeking stage 1 Complaints Investigators to join our Complaints Service in London. You will take ownership of complaints at early stages, investigate what went wrong, and work with teams to resolve issues promptly while rebuilding trust with residents.

The role emphasizes fair, impartial handling, clear written responses, and adherence to regulatory timelines, with potential qualification study to demonstrate competence.

Qualifications

• Experience handling complaints through to resolution within a regulatory environment.
• Experience completing complaints from first stage to more complex responses.
• Strong problem-solving with a resolution-focused mindset.

Responsibilities

• Investigate and resolve complaints in a fair, impartial, and customer-focused way.
• Take ownership of complaints from acknowledgement through to resolution, keeping residents informed at every stage.
• Manage complaints within regulatory timescales, delivering timely and high-quality responses.
• Aim to resolve complaints at the earliest stage wherever possible, using a resolution-based approach.
• Prepare comprehensive case papers for complaints progressing to stage 2, providing clear analysis and evidence.
• Draft clear, professional written responses that reflect regulatory best practice.
• Ensure compensation payments are processed accurately and in line with service standards.

Job description

Notting Hill Genesis, one of London's largest housing associations, is seeking stage 1 Complaints Investigators to join our growing Complaints Service. As a Complaints Investigator, you'll be at the heart of our Complaints Service, making sure residents feel heard and their concerns are resolved fairly and effectively. You'll take ownership of complaints at the early stages, investigating what has gone wrong, identifying root causes, and working with colleagues across the organisation to resolve issues quickly and rebuild trust. Your work will play a key role in improving resident experience and preventing complaints from escalating.

How you'll do it

• Investigate and resolve complaints in a fair, impartial, and customer-focused way.
• Take ownership of complaints from acknowledgement through to resolution, keeping residents informed at every stage.
• Manage complaints within regulatory timescales, delivering timely and high-quality responses.
• Aim to resolve complaints at the earliest stage wherever possible, using a resolution-based approach.
• Prepare comprehensive case papers for complaints progressing to stage 2, providing clear analysis and evidence.
• Draft clear, professional written responses that reflect regulatory best practice.
• Ensure compensation payments are processed accurately and in line with service standards.
  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 in handling complaints through to resolution within a regulatory environment.
• Experience in managing complaints from first stage through to more complex responses.
• Strong problem-solving skills with a resolution-focused mindset.
• Excellent written communication skills, with the ability to produce clear, well-reasoned responses.
• Ability to be assertive when needed, while remaining calm, professional, and sensitive.

Desirable

• Experience in handling complaints within the property/housing sector
  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, 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