Posted 13 May, 2024
Complaints Dispute Resolution Lead
London
Full Time
Salary: £43,265 to £48,072 Annually
35 hours per week.
Reference: nhg/TP/4451/1029_1715618544
SummaryWhat you'll doNotting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Dispute Resolution Lead to play a vital...
Summary
What you'll doNotting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Dispute Resolution Lead to play a vital role in providing positive outcomes for residents who have faced challenges with NHG. This role is pivotal in ensuring complaints are addressed effectively, relationships are rebuilt, and NHG remains compliant. How you'll do itAs Complaints Dispute Resolution Lead, you will be instrumental in improving our complaints service by ensuring resident voices are heard and their issues are resolved effectively. Your strategic approach and problem-solving skills will help mitigate risks associated with escalated complaints, fostering a culture of positive complaint handling within NHG. Your main duties will include:- Delivering exceptional customer service, meeting diverse customer needs through various channels
- Providing support to management in resolving escalated complaints, including drafting complex response letters
- Reviewing complaints and compensation, advising on appropriate actions
- Producing regular complaint reports for stage 2 and ombudsman cases
- Identifying and mitigating potential reputational risks, ensuring learning lessons are logged, monitored and prioritised by the business
- Serving as the subject matter expert on best practices for complaint handling and regulatory compliance
- Extensive experience in handling complex complaints and leading on resolution of high profile and business significant escalated complaints
- Strong analytical skills to identify trends, assisting with the production of root cause analysis around escalated complaints
- Familiarity with relevant regulatory requirements and the ability to maintain compliance with industry standards
- Exceptional communication and interpersonal skills to build rapport with customers
- Proven ability to collaborate effectively and be influential with cross-functional teams to ensure the best outcomes for our residents
- 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
This listing expired on 20 May. Applications are no longer accepted.
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