Stage 2 Complaints Specialist

Notting Hill Genesis; Greater London; Vor Ort; GBP 32.000 - 42.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

Notting Hill Genesis is seeking a Complaints Reviewer to join our expanding Complaints Service in London. You will lead the review of stage 2 complaints, assess stage 1 investigations, and make independent, evidence-based decisions on outcomes, remedies and redress.

You'll work with operational teams to support resolution, ensure compliance with the Housing Ombudsman Service Code, and draft clear responses. The role may require professional qualification in the future.

Qualifikationen

• Experience handling complaints through to resolution in a regulatory environment.
• Experience reviewing investigations conducted by others.
• Experience using compensation frameworks and determining appropriate redress.
• Excellent written communication and ability to produce clear, well-reasoned responses.

Aufgaben

• Lead the review of stage 2 complaints, assessing the quality and thoroughness of stage 1 investigations.
• Make independent, evidence-based decisions on complaint outcomes, remedies, and compensation levels.
• Ensure reviews meet regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code.
• Take ownership of cases from acknowledgement to closure, keeping residents informed throughout.
• Draft clear, balanced, and high-quality response letters that explain decisions sensitively and transparently.
• Identify service failings, determine appropriate redress, and support effective resolution recovery.
• Work closely with operational teams and service managers to support coordinated complaint resolution.
• Share insight and learning from stage 2 reviews to support service improvement and better first-stage resolution.

Kenntnisse

Complaints handling

Regulatory compliance

Investigation review

Communication skills

Analytical skills

Evidence-based decisions

Jobbeschreibung

Notting Hill Genesis is seeking a Complaints Reviewer to join our expanding Complaints Service in London. You will lead the review of stage 2 complaints, assess stage 1 investigations, and make independent, evidence-based decisions on outcomes, remedies and redress.

You'll work with operational teams to support resolution, ensure compliance with the Housing Ombudsman Service Code, and draft clear responses. The role may require professional qualification in the future.