Senior Complaints Resolution Lead (Housing)

Notting Hill Genesis; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working

Employee assistance - confidential

Health cash plan

Staff discounts

Interest free loans

Cycle to work

Life Assurance x 4

Job summary

Notting Hill Genesis is seeking a Complaints Dispute Resolution Lead to resolve complex, escalated complaints and oversee Stage 2 responses. You will work across NHG teams to ensure timely, fair resolutions while supporting managers and senior leaders in handling sensitive cases.

You will manage communications with the Housing Ombudsman, help maintain compliance with the Complaint Handling Code, and contribute to learning from incidents to improve resident experience.

Qualifications

• Extensive experience handling complex, high-profile escalated complaints.
• Experience supporting or coordinating a complex complaints process at senior level.
• Knowledge of housing sector regulatory requirements and Ombudsman interactions.
• Strong written and verbal communication with ability to build relationships.

Responsibilities

• Resolve escalated complaints and Stage 2 responses with a resolution-focused approach.
• Support Heads of Service and managers during the review stage, drafting complex responses.
• Review complaints and compensation to determine appropriate Stage 2 rigor.
• Manage communication with the Housing Ombudsman and maintain compliance with codes.
• Identify reputational risks and work with teams to mitigate and learn from cases.
• Support complaint reporting and analysis to identify trends and drive improvement.

Skills

Extensive complaints handling

Leadership experience

Housing sector experience

Analytical & communication skills

Regulatory compliance knowledge

Education

Professional qualification (desirable)

Job description

Notting Hill Genesis is seeking a Complaints Dispute Resolution Lead to resolve complex, escalated complaints and oversee Stage 2 responses. You will work across NHG teams to ensure timely, fair resolutions while supporting managers and senior leaders in handling sensitive cases.

You will manage communications with the Housing Ombudsman, help maintain compliance with the Complaint Handling Code, and contribute to learning from incidents to improve resident experience.