Complaints Reviewer

NHG introduced a centralised complaints function in July 2024, and we've already transformed the way we manage complaints, 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. As we expand, we're looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team that's making a real difference to our residents lives What you'll do Notting Hill Genesis, one of London's largest housing associations, is seeking Complaints Reviewers to join our growing Complaints Service. As a Complaints Reviewer, you'll play a key specialist role within our Complaints Service, leading on the review and resolution of stage 2 complaints. You'll bring expert judgement to assess how complaints have been handled at stage 1, ensuring outcomes are fair, evidence-based, and compliant with regulatory standards. Through rigorous reviews and clear decision-making, you'll help resolve complex cases, restore customer trust, and reduce future complaint escalation. How you'll do it

• Lead the review of stage 2 complaints, assessing the quality and thoroughness of stage 1 investigations.
• Make independent, evidence-based decisions on complaint outcomes, remedies, and compensation levels.
• Ensure reviews meet regulatory requirements, including the Housing Ombudsman Service Complaint Handling Code.
• Take ownership of cases from acknowledgement to closure, keeping residents informed throughout.
• Draft clear, balanced, and high-quality response letters that explain decisions sensitively and transparently.
• Identify service failings, determine appropriate redress, and support effective resolution recovery.
• Work closely with operational teams and service managers to support coordinated complaint resolution.
• Share insight and learning from stage 2 reviews to support service improvement and better first-stage resolution.
  
  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 reviewing complaint investigations completed by others.
• Experience using compensation frameworks and determining appropriate redress.
• Excellent written communication skills, with the ability to produce clear, well-reasoned responses.
• Strong analytical skills, with the ability to assess evidence, identify gaps, and determine next steps.
Desirable:
• Experience in handling complaints within the property/housing sector
  
  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 we employ around 1,800 employees.
  
  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