Resident Complaints Investigator - Early Resolution

Notting Hill Genesis Group; Camden Town; A distancia; GBP 38.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Excellent annual leave

Flexible working

Generous pension

Health cash plan

Staff discounts

Cycle to work

Life Assurance x4

Employee assistance

Descripción de la vacante

Notting Hill Genesis Group is seeking a Stage 1 Complaints Investigator to join our expanding Complaints Service. You’ll take ownership from acknowledgement through to resolution, investigating what went wrong, identifying root causes, and working with colleagues to resolve issues and rebuild trust.

You’ll ensure timely, high-quality responses within regulatory timescales, with a focus on resolving at the earliest stage where possible and preparing papers for stage 2 when needed.

Formación

• Experience in handling complaints through to resolution within a regulatory environment.
• Experience in managing complaints from first stage through to more complex responses.
• Excellent written communication skills, with the ability to produce clear, well-reasoned responses.

Responsabilidades

• Investigate and resolve complaints in a fair, impartial, and customer-focused way.
• Take ownership of complaints from acknowledgement through to resolution, keeping residents informed at every stage.
• Manage complaints within regulatory timescales, delivering timely and high-quality responses.
• Aim to resolve complaints at the earliest stage wherever possible, using a resolution-based approach.
• Prepare comprehensive case papers for complaints progressing to stage 2, providing clear analysis and evidence.
• Draft clear, professional written responses that reflect regulatory best practice.
• Ensure compensation payments are processed accurately and in line with service standards.

Conocimientos

Experience handling complaints

Problem solving

Written communication

Assertive when needed

Descripción del empleo

Notting Hill Genesis Group is seeking a Stage 1 Complaints Investigator to join our expanding Complaints Service. You’ll take ownership from acknowledgement through to resolution, investigating what went wrong, identifying root causes, and working with colleagues to resolve issues and rebuild trust.

You’ll ensure timely, high-quality responses within regulatory timescales, with a focus on resolving at the earliest stage where possible and preparing papers for stage 2 when needed.