Complaints Team Manager

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

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 Team Manager, you’ll lead and develop a team of Triage and Service Recovery Officers, Complaints Investigators or Complaints Reviewers to ensure residents receive fair, empathetic and high-quality responses. You’ll set the standard for excellent complaint handling, making sure cases are resolved in line with regulatory requirements and the Housing Ombudsman's Complaint Handling Code. Working closely with colleagues across NHG, you’ll help embed a culture of learning, service recovery and continuous improvement that strengthens the experience of our residents. How you’ll do it

• 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.
  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 handling complaints in a regulatory environment, managing cases through to resolution.
• Proven experience managing, coaching and developing a team to achieve high-quality outcome
• Experience resolving complex complaints involving multiple stakeholders and applying regulatory requirements
• Track record of delivering exceptional customer service and achieving measurable improvements in customer satisfaction
  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 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
  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