Complaints Investigator

Are you passionate about making a difference in people's lives? Join our growing Complaints Service team at Notting Hill Genesis as a Complaints Investigator!

We're expanding our new department and have three exciting 12-month fixed-term opportunities available. This is a great chance to be part of shaping our service and making a real difference in changing the lives of our residents.

What you'll do

As a Complaints Investigator, you will be at the forefront of our commitment to listen, learn, and resolve issues. 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.

How you'll do it

Your main responsibilities will include:

• Addressing complaints 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
• Maintaining accurate records of customer contract and complaint details on our in-house CRM system
• Managing external and internal 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 organization. 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 (ideally within the housing sector)
• Strong problem-solving skills and attention to detail
• Results-driven approach and commitment to customer service

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organization. You'll also have access to a wide range of learning opportunities to help you achieve and maximize your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• 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 organizations
• Health cash plan
• Staff discounts - access to discounts at major retailers, gyms, restaurants, entertainment, days out, insurance, and more
• Interest-free loans - season ticket, tenancy deposit, and training loans
• Cycle to work scheme
• Life Assurance x 4 annual salary

About us

Notting Hill Genesis is a not-for-profit organization providing affordable homes for Londoners. It is one of the largest housing associations in London, with more than 60,000 existing homes and 10,000 in development. We employ around 1,500 staff.

We welcome applications from everyone. We actively monitor workforce diversity and strive for equal representation. We are a Stonewall Diversity Champion and a Disability Confident employer.

Interested? Please send your application now! Closing date: 14 July 2025.

Successful candidates will be asked to complete an assessment and attend an interview.

Please apply online. If you cannot apply online or require reasonable adjustments due to a disability or medical condition, contact us at .

Redeployees' applications will be considered first. We reserve the right to close the vacancy early if sufficient applications are received.

• Salary: £36,482 to £40,536 per annum for 35 hours per week.