Complaints Investigator

Job Introduction NHG introduced a centralised complaints function in July 2024, and weve already transformed the way we manage complaints, but were determined to go further. Our residents are at the heart of everything we do, and by investing in a dedicated complaints service, were committed to resolving issues more effectively and delivering a better experience for the people we serve. As we expand, were looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team thats making a real difference to our residents lives. What You’ll Do Notting Hill Genesis, one of Londons 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 Qualifications * 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 Qualifications * 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 maximize your potential. Benefits * 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. * Health cash plan. * Staff 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 equivalent to 4 times annual salary. All About Us Notting Hill Genesis is a not‑for‑profit organisation providing affordable homes for Londoners and 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. Equal Opportunities 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, and other diversity commitments. To find out more about our approach to equality, diversity and inclusion, please visit the NHG website. J-18808-Ljbffr