Complaints Team Lead – Regulatory & Service Recovery

Notting Hill Genesis; Greater London; Híbrido; GBP 55.000 - 68.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual leave

Flexible working

Employee assistance

Health cash plan

Staff discounts

Cycle to work

Life Assurance x4

Descripción de la vacante

Notting Hill Genesis is expanding its dedicated complaints service to better resolve issues for residents. The Complaints Team Manager will lead a team of specialists to ensure fair, empathetic, and timely responses in line with regulatory requirements and the Housing Ombudsman’s code.

Hybrid working applies—at least two days per week in the office. The role may require study towards a professional qualification. Excellent opportunities for professional growth and impact on residents’ experience.

Formación

• Experience handling complaints in a regulatory environment.
• Experience managing, coaching and developing a team.
• Experience resolving complex complaints involving multiple stakeholders.
• Track record of delivering excellent customer service and improvements in satisfaction.

Responsabilidades

• Lead and develop a team of Triage and Service Recovery Officers, Complaints Investigators or Complaints Reviewers to ensure timely, fair and high-quality responses.
• Quality-check responses and provide feedback to drive consistency and improvement.
• Act as escalation point for complex or high-stakes complaints and resolve when needed.
• Build strong relationships with operational teams to support coordinated complaint resolution.

Conocimientos

People management

Coaching & development

Stakeholder management

Customer service focus

Educación

Regulatory/professional qualification (optional)

Descripción del empleo

Notting Hill Genesis is expanding its dedicated complaints service to better resolve issues for residents. The Complaints Team Manager will lead a team of specialists to ensure fair, empathetic, and timely responses in line with regulatory requirements and the Housing Ombudsman’s code.

Hybrid working applies—at least two days per week in the office. The role may require study towards a professional qualification. Excellent opportunities for professional growth and impact on residents’ experience.