Complaints Team Manager

Notting Hill Genesis; Greater London; Hybrid; GBP 55,000 - 68,000; Full time

Benefits offered by this job

Annual leave

Flexible working

Employee assistance

Health cash plan

Staff discounts

Cycle to work

Life Assurance x4

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People management

Coaching & development

Stakeholder management

Customer service focus

Education

Regulatory/professional qualification (optional)

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.

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.

• 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.

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• 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/