Job Introduction

In July 2024 we introduced a centralised complaints function and have already transformed the way we manage complaints at Notting Hill Genesis (NHG), 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.

We're now strengthening that service with a new Complaints Service Operations Manager role. This is a new role within our established complaints service, leading one of two operational groupings — either our Triage, Service Recovery and Investigations teams, or our Reviews, Housing Ombudsman Service (HOS) and Learning teams. It's an exciting opportunity to take on real ownership within a growing service that's making a tangible difference to our residents' lives.

What you’ll do

As Complaints Service Operations Manager, you'll ...