Stage 1 Complaints Investigator | Impact Residents

Notting Hill Genesis; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Excellent annual leave

Flexible working opportunities

Generous pension scheme

Enhanced maternity/paternity/adoption

Employee assistance

Health cash plan

Staff discounts

Interest free loans

Cycle to work

Life Assurance x 4

Job summary

Notting Hill Genesis is expanding its Complaints Service and seeks stage 1 Complaints Investigators to ensure residents feel heard and issues are resolved fairly. You will own complaints at early stages, identify root causes, and work with colleagues to restore trust and improve resident experience.

This role offers a pathway to professional qualification, with opportunities for development, and a comprehensive benefits package as part of our commitment to colleagues.

Qualifications

• Experience handling complaints through to resolution within a regulatory environment.
• Experience progressing complaints from first stage to complex responses.
• Excellent written communication with clear, well‑reasoned responses.

Responsibilities

• Investigate and resolve complaints in a fair, impartial, customer‑focused way.
• Own complaints from acknowledgement to resolution, keeping residents informed.

Skills

Complaint handling

Regulatory environment

Written communication

Resolution-focused

Assertive yet calm

Job description

Notting Hill Genesis is expanding its Complaints Service and seeks stage 1 Complaints Investigators to ensure residents feel heard and issues are resolved fairly. You will own complaints at early stages, identify root causes, and work with colleagues to restore trust and improve resident experience.

This role offers a pathway to professional qualification, with opportunities for development, and a comprehensive benefits package as part of our commitment to colleagues.