Complaints Triage and Service Recovery Officer

Location: Greater London

# Complaints Triage and Service Recovery Officer## 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
** As one of London's largest housing associations, we are seeking proactive Complaint Triage and Service Recovery Officers to join our exciting Complaints Service to play an essential role in managing resident dissatisfaction.
** How you’ll do it
** As Complaint Triage and Service Recovery Officer, you will serve as the first point of contact for residents expressing concerns or dissatisfaction.

Your main responsibilities will include:
* Providing excellent customer service to customers, escalating their concerns through various channels, including correspondence and phone
* Responding to residents in a timely and customer-friendly manner
* Using effective service recovery strategies to address dissatisfaction and restore trust in Notting Hill Genesis
* Collaborating with internal teams to identify the best course of action in resolving escalated service requests
* Ensuring all associated complaints paperwork is accurately documented and stored with the CRM system
* Prioritising and categorising complaints based on urgency, complexity, and potential impact, ensuring appropriate escalation and allocation to the right team
** 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.

We are eager to hear from applicants with customer service, complaint management or service recovery roles in housing.

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:
* Proven experience in customer service, complaint management or service recovery roles
* Excellent communication and interpersonal skills
* Proficiency in using Customer Relationship Management (CRM) software

Desirable:
* Experience handling complaints within the property/housing sector

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

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…