Complaints Team Leader: Quality Resolution & Coaching

NOTTING HILL; Camden Town; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Generous pension scheme

Enhanced maternity, paternity, and/or–

Employee assistance - free conf. adv.

Health cash plan

Staff discounts

Interest free loans - season ticket,10

Cycle to work scheme

Life Assurance x 4 annual salary

Flexible working opportunities

Job summary

Notting Hill Genesis is seeking a Complaints Team Manager to lead a growing team of Triage and Service Recovery Officers, Complaints Investigators and Reviewers. You will ensure residents receive fair, empathetic and high-quality responses in line with regulatory requirements and the Housing Ombudsman’s Code.

You will coach and develop colleagues, manage caseloads to meet regulatory timescales, and act as escalation point for complex complaints while collaborating with operational teams to drive

Qualifications

• Experience handling complaints in a regulatory environment.
• Proven experience leading and developing a team to achieve high-quality outcomes.
• Experience resolving complex complaints with multiple stakeholders and applying regulatory requirements.
• Track record of delivering exceptional customer service and measurable improvements in customer satisfaction.

Responsibilities

• Lead, motivate and performance-manage one of the teams within the service, setting clear objectives and fostering accountability and continuous improvement.
• Coach and develop colleagues through regular feedback and structured training plans to build technical expertise and excellent customer service skills.
• Oversee team caseloads to ensure complaints are managed within regulatory timescales and in line with the Complaint Handling Code and NHG policies.
• Quality-check responses to ensure they meet expected standards, offering constructive feedback to drive consistency and improvement.
• Act as the escalation point for complex or business-significant complaints, personally resolving the most sensitive cases where required.
• Build strong working relationships with operational teams and stakeholders to support swift, coordinated complaint resolution.

Skills

Regulatory knowledge

Team leadership

Coaching & development

Customer service excellence

Stakeholder management

Job description

Notting Hill Genesis is seeking a Complaints Team Manager to lead a growing team of Triage and Service Recovery Officers, Complaints Investigators and Reviewers. You will ensure residents receive fair, empathetic and high-quality responses in line with regulatory requirements and the Housing Ombudsman’s Code.

You will coach and develop colleagues, manage caseloads to meet regulatory timescales, and act as escalation point for complex complaints while collaborating with operational teams to drive