Resolution Team Manager

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 expanding with a new team responsible for managing enquiries from MPs, Councillors and our Executive Board (EB). It's an exciting opportunity to join a growing service that's making a real difference to our residents' lives. What you'll do As a Resolution Team Manager, you'll lead a team focused on making sure residents receive the outcomes and resolutions they have been promised. Working within the Complaints Service, you'll oversee the delivery of post-decision actions arising from complaints, executive enquiries, and enquiries raised by MPs and Councillors, ensuring commitments are followed through and issues are genuinely resolved. You'll manage a team of Resolution Officers, providing leadership, coaching and performance management while overseeing complex and sensitive cases. Through strong collaboration with colleagues across NHG, you'll help ensure learning is embedded, service improvements are delivered and residents receive a fair, consistent and professional experience. How you'll do it

• Lead, motivate and develop a team of Resolution Officers, setting clear expectations and maintaining high standards of performance.
• Manage the allocation, prioritisation and progression of post-decision cases, ensuring work is distributed effectively and completed within timescales.
• Monitor team performance against service standards and regulatory requirements, taking action where cases are at risk of delay.
• Take ownership of complex, sensitive or escalated resolution cases, providing guidance and support to your team.
• Work with operational and specialist teams to remove barriers and ensure agreed actions are delivered in line with regulatory expectations.
• Identify trends and learning from completed cases, feeding insight back into the wider organisation to support service improvement.
• Maintain accurate records and provide reporting on performance, risks, trends and resolution outcomes.
• Build strong relationships across NHG and with external stakeholders to support a coordinated and effective approach to 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:
• Ability to lead, motivate and inspire a team through coaching, feedback and clear performance expectations.
• Experience leading or managing a team within a complaints, resolution or case management environment.
• Strong understanding of complaint handling within a regulatory environment, including complex or high-risk cases.
• Experience managing performance, allocating workloads and developing team members.
• Track record of delivering excellent customer service through a team.
• Excellent written, verbal and interpersonal communication skills.
• Strong organisational skills and the ability to oversee multiple cases and actions through to completion.
  
  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.
  
  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