Complaints Investigator

Daire Kearns
Notting Hill Genesis
Contract Type
Customer Service
35 hours per week.
Expiry Date
27/05/2024 17:37:00
Notting Hill Genesis, one of London's largest housing associations, are seeking a Complaints Investigator to join our dynamic, new Complaints Service.

Job Description


What you'll do
Notting Hill Genesis, one of London's largest housing associations, are seeking a Complaints Investigator to join our dynamic, new Complaints Service. The Complaints Investigator will play an essential role in investigating complaints fairly and impartially to improve the experience of all our residents.
How you'll do it
As Complaints Investigator, you will be responsible for thoroughly investigating complaints, taking ownership of cases and ensuring timely resolution. Your commitment to resolving issues will contribute to restoring trust and satisfaction among our residents.
Your main responsibilities will include:
  • Addressing complains promptly and professionally whilst providing a resolution-based service
  • Project managing high quality responses to complaints
  • Ensuring all compensation payments are processed and issued to complainants
  • Maintain accurate records of customer contract and complaint details on our in-house CRM system
  • Prepare detailed reports and responses for stage 2 reviews
  • Manage external relationships to enhance our reputation for complaint management
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.
  • Experience in resolving complaints within a regulatory environment
  • Strong problem-solving skills
  • Proven track record of delivering exceptional customer service
  • Excellent written and verbal communication skills
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 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
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! Closing date is 1st May 2024.
Step 2: Successful candidates will invited to interview and assessment w/c 6th May 2024
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 .  
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.