Complaints Team Manager

Notting Hill Genesis Group; Greater London; Hybrid; GBP 50,000 - 56,000; Full time

Benefits offered by this job

Annual leave

Generous pension scheme

Health cash plan

Cycle to work scheme

Employee assistance

Life Assurance x4

Job summary

Notting Hill Genesis is seeking a Complaints Team Manager to lead a team of Triage and Service Recovery Officers, Complaints Investigators, or Reviewers. You’ll drive fair, empathetic responses and ensure compliance with the Housing Ombudsman Code and NHG policies.

Hybrid working applies with at least two days in the office. You’ll coach staff, manage caseloads to regulatory timelines, and escalate complex cases while collaborating with operations for swift resolutions.

Qualifications

• Experience handling complaints in a regulatory environment.
• Proven ability to coach and develop a team to high-quality outcomes.
• Experience resolving complex complaints with multiple stakeholders.

Responsibilities

• Lead, motivate and performance-manage one of the teams within the service.
• Quality-check responses to ensure expected standards.
• Escalation point for complex or sensitive complaints and personally resolve where required.
• Build strong working relationships with operational teams to support swift resolution.

Skills

Complaint handling

Coaching and development

Stakeholder management

Customer service

Job description

# Vacancies Complaints Team Manager## Job IntroductionNHG 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.Hybrid working applies — at least two days per week in the office**The ideal candidate**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**What’s in it for you?**Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.Benefits include:* 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**All about us**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.For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/**Selection Process**Step 1: If you are interested, please send your application now!Step 2: Successful candidates will be invited to interview and assessmentPlease apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via [e-mail] reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.### Attached documents* Values and Behaviours.pdf* 2026 Complaints Team Manager.pdfApply+− OpenStreetMap contributors### Complaints Team Manager* **Salary** £49,955 to £55,506 per annum for 35 hours per week.* **Frequency** Annual* **Job Reference** nhg/TP/4451/2104* **Contract Type** Permanent* **Working Hours** 35* **Location** Kings Cross, United Kingdom* **Posted on** 30 October, 2026* **Closing Date** 13 November, 2026