Complaints Investigator

Description:

Notting Hill Genesis, one of London's largest housing associations, is seeking Complaints Investigators to join our growing Complaints Service. As a Complaints Investigator, you’ll be at the heart of our Complaints Service, making sure residents feel heard and their concerns are resolved fairly and effectively . You’ll take ownership of complaints at the early stages, investigating what has gone wrong, identifying root causes, and working with colleagues across the organisation to resolve issues quickly and rebuild trust . Your work will play a key role in improving resident experience and preventing complaints from escalating.

How You’ll Do It
 

• Investigate and resolve complaints in a fair, impartial, and customer‑focused way.
• Take ownership of complaints from acknowledgement through to resolution, keeping residents informed at every stage.
• Manage complaints within regulatory timescales, delivering timely and high‑quality responses.
• Aim to resolve complaints at the earliest stage wherever possible, using a resolution‑based approach.
• Prepare comprehensive case papers for complaints progressing to stage 2, providing clear analysis and evidence.
• Draft clear, professional written responses that reflect regulatory best practice.
• Ensure compensation payments are processed accurately and in line with service standards.
   

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.

Essential:
 

• Experience in handling complaints through to resolution within a regulatory environment.
• Experience in managing complaints from first stage through to more complex responses.
• Strong problem‑solving skills with a resolution‑focused mindset.
• Excellent written communication skills, with the ability to produce clear, well‑reasoned responses.
• Ability to be assertive when needed, while remaining calm, professional, and sensitive .
   

Desirable:
 

• Experience in handling complaints within the property/housing sector
   

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