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As one of London's largest housing associations, we are seeking a proactive Complaint Triage and Service Recovery Officer to join our new and exciting Complaints Service to play an essential role in managing resident dissatisfaction.</div><div> </div><div><strong>How you'll do it</strong></div><div>As Complaint Triage and Service Recovery Officer, you will serve as the first point of contact for residents expressing concerns or dissatisfaction. </div><div> </div><div>Your main responsibilities will include:</div><ul>\n<li>Providing excellent customer service to customers, escalating their concerns through various channels, including correspondence and phone</li>\n<li>Responding to residents in a timely and customer-friendly manner</li>\n<li>Using effective service recovery strategies to address dissatisfaction and restore trust in Notting Hill Genesis</li>\n<li>Collaborating with internal teams to identify the best course of action in resolving escalated service requests</li>\n<li>Ensuring all associated complaints paperwork is accurately documented and stored with the CRM system</li>\n<li>Prioritising and categorising complaints based on urgency, complexity, and potential impact, ensuring appropriate escalation and allocation to the right team</li>\n</ul><div> </div><div><strong>The Ideal Candidate</strong></div><div>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.</div><div> </div><div>We are eager to hear from applicants with customer service, complaint management or service recovery roles in housing.</div><div> </div><div>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.</div><div> </div><div>Essential:</div><ul>\n<li>Proven experience in customer service, complaint management or service recovery roles</li>\n<li>Excellent communication and interpersonal skills</li>\n<li>Proficiency in using Customer Relationship Management (CRM) software</li>\n</ul><div><strong>What's in it for you?</strong></div><div>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. </div><div> </div><div>Benefits include: </div><ul>\n<li>Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) </li>\n<li>Generous pension scheme </li>\n<li>Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) </li>\n<li>Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. </li>\n<li>Health cash plan </li>\n<li>Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. </li>\n<li>Interest free loans - season ticket loan, tenancy deposit loan, and training loan </li>\n<li>Cycle to work scheme. </li>\n<li>Life Assurance x 4 annual salary</li>\n</ul><div> </div><div><strong>All about us</strong></div><div>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 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff. </div><div> </div><div>For more information on what we do and what makes us different please visit:</div><div>\n<a href=\"{{SIGN-IN-REQUIRED}}\">https://group.nhg.org.uk/careers/diversity-is-our-strength/</a> </div><div> </div><div><strong>Selection Process</strong></div><div>Step 1: If you are interested, please send your application now! <strong>Closing date is 26 September 2024.</strong>  </div><div>Step 2: Successful candidates will be invited to an assessment and interview, which will take place w/c <strong>7 October</strong><strong> 2024</strong>\n</div><div> </div><div>Please apply for this role online. 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