| Position | Complaints Service Operations Manager |
| Posted | 03 Jul 2026 |
| Expired | 02 Aug 2026 |
| Company | Notting Hill Genesis |
| Location | London | GB |
| Job Type | Full Time |
Latest job information from Notting Hill Genesis for the position of Complaints Service Operations Manager. If the Complaints Service Operations Manager vacancy in London matches your qualifications, please submit your latest application or CV directly through the updated Jobkos job portal.
Please note that applying for a job may not always be easy, as new candidates must meet certain qualifications and requirements set by the company. We hope the career opportunity at Notting Hill Genesis for the position of Complaints Service Operations Manager below matches your qualifications.
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 be the organisational expert for complaint management across your teams, leading team managers and leads who oversee multifaceted complaint handling. You'll ensure compliance with our policies, procedures and regulatory requirements, while motivating and developing your people to deliver an excellent, customer-centric experience.
You'll foster a culture of continuous improvement, using data and resident feedback to identify risks, optimise service delivery and drive learning. You'll hold operational teams accountable for the commitments made to residents, championing service excellence with a view to achieving and maintaining a sector-leading customer experience.
How you'll do it
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
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
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 other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit:
Selection Process
Step 2: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
Attached documents
After reading and understanding the criteria and minimum qualification requirements explained in the job information Complaints Service Operations Manager at the office London above, immediately complete the job application files such as a job application letter, CV, photocopy of diploma, transcript, and other supplements as explained above. Submit via the Next Page link below.
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Desc: Job IntroductionIn 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...