Complaints Investigator

Job Introduction

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

Notting Hill Genesis, one of London's largest housing associations, is seeking stage 1 Complaints Investigators to join our growing Complaints Service. As a Complaints Investigator, you’ll be at the heart of our Complaints Service, making sure residents feel heard and their concerns are resolved fairly and effectively. You’ll take ownership of complaints at the early stages, investigating what has gone wrong, identifying root causes, and working with colleagues across the organisation to resolve issues quickly and rebuild trust. Your work will play a key role in improving resident experience and preventing complaints from escalating.

How you’ll do it

• 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.

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.

Essential:

• Experience in handling complaints through to resolution within a regulatory environment.
• Experience in managing complaints from first stage through to more complex responses.
• Strong problem‑solving skills with a resolution‑focused mindset.
• Excellent written communication skills, with the ability to produce clear, well‑reasoned responses.
• Ability to be assertive when needed, while remaining calm, professional, and sensitive.

Desirable:

• Experience in handling complaints within the property/housing sector

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.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• 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 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit:

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:

Selection Process

Step 1: If you are interested, please send your application now!

Step 2: Successful candidates will be invited to interview and assessment

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.

Should a redeployee apply for this role, their application will be considered before any others.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.

Attached documents