Location
Islington, London

Hours
Full Time

Salary
£65,926 per annum

About the Role
In July 2024, Notting Hill Genesis introduced a centralised complaints function and has already transformed the way complaints are managed. We are committed to further enhancing this service to better serve our residents, who are at the heart of everything we do. We are now recruiting a Complaints Service Operations Manager to strengthen our dedicated complaints team.

This is a new role within an established complaints service, leading one of two operational groupings: either the Triage, Service Recovery and Investigations teams, or the Reviews, Housing Ombudsman Service (HOS) and Learning teams. This is an exciting opportunity to take ownership within a growing service that is making a tangible difference to residents' lives.

As Complaints Service Operations Manager, you will be the organisational expert for complaint management across your teams, leading team managers and leads who oversee multifaceted complaint handling. You will ensure compliance with policies, procedures and regulatory requirements, while motivating and developing your people to deliver an excellent, customer-centric experience.

You will foster a culture of continuous improvement, using data and resident feedback to identify risks, optimise service delivery and drive learning. You will hold operational teams accountable for commitments made to residents, championing service excellence with the aim of achieving and maintaining a sector-leading customer experience.

Key responsibilities include leading, developing and performance-managing team managers and leads to ensure consistent high performance and professional standards; coaching colleagues through regular feedback and structured development; personally resolving the most complex and sensitive cases where required; overseeing performance against service level agreements, quality standards and regulatory requirements including the Housing Ombudsman Service Complaint Handling Code and NHG policies; using data and resident feedback to identify risks and optimise service delivery; and building strategic relationships with senior leaders, operational teams and external stakeholders to maintain a consistent approach across the service.

Experience
- Operational management experience within a complex, high-volume complaints or customer service environment.
- Experience managing team managers and developing teams through performance management, coaching and capability building.
- Experience resolving complex, multi-faceted complaints and applying regulatory requirements in practice.
- Experience managing resources effectively to deliver operational efficiency and value for money.
- Track record of driving service excellence and improving customer satisfaction and quality outcomes.
- Experience working in social housing or a regulated customer service environment.

About you
We believe great service starts with great people. We are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You will be motivated to foster a culture of continuous improvement and service excellence, with strong leadership and communication skills.

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.

Qualifications
Pending legislative confirmation, a professional qualification in complaint management or a related field may be required or expected to be pursued.