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Complaints Dispute Resolution Lead

  • Employer: Notting Hill Genesis
  • Reference: nhg/TP/4451/1029
  • Published: Mon 13/05/2024, 5:42 AM
  • Closing on: Mon 20/05/2024, 5:42 AM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £43265 - £48072 per annum + 35 hours per week.
  • DBS Check: No
  • Location: Hammersmith, W6


What you'll do
Notting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Dispute Resolution Lead to play a vital role in providing positive outcomes for residents who have faced challenges with NHG. This role is pivotal in ensuring complaints are addressed effectively, relationships are rebuilt, and NHG remains compliant.
How you'll do it
As Complaints Dispute Resolution Lead, you will be instrumental in improving our complaints service by ensuring resident voices are heard and their issues are resolved effectively. Your strategic approach and problem-solving skills will help mitigate risks associated with escalated complaints, fostering a culture of positive complaint handling within NHG.
Your main duties will include:
  • Delivering exceptional customer service, meeting diverse customer needs through various channels
  • Providing support to management in resolving escalated complaints, including drafting complex response letters
  • Reviewing complaints and compensation, advising on appropriate actions
  • Producing regular complaint reports for stage 2 and ombudsman cases
  • Identifying and mitigating potential reputational risks, ensuring learning lessons are logged, monitored and prioritised by the business
  • Serving as the subject matter expert on best practices for complaint handling and regulatory compliance
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.
  • Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints
  • Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints
  • Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards
  • Exceptional communication and interpersonal skills to build rapport with customers
  • Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the best outcomes for our residents
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: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now! Closing date is 20 May 2024
Step 2: Successful candidates will be asked to complete an assessment  
Step 3: Successful candidates will be invited to interview  
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.
  • Employer: Notting Hill Genesis
  • Reference: nhg/TP/4451/1029
  • Published: Mon 13/05/2024, 5:42 AM
  • Closing on: Mon 20/05/2024, 5:42 AM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £43265 - £48072 per annum + 35 hours per week.
  • DBS Check: No
  • Location: Hammersmith, W6

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