Job Introduction

Are you curious and keen to explore things further? A proactive and agile problem solver? Do you have an eye for detail? If so then read on

We are looking for an innovative, resident focussed customer experience manager to lead a small team who are committed to making things better for our residents. This is an exciting time to join a developing team as we welcome a new Chief Executive and begin to deliver our new Customer Strategy.

This is a crucial role in NHG which will give you the opportunity to combine your customer focussed operational and management experience with your passion for innovation and change to develop new ways for us to really understand our residents, and their experiences with us.

Main Responsibility

You will:

Manage the complaints compliance function, supporting staff throughout the business to deliver a great, personalised complaints service to our residents and ensuring that we meet the requirements of the Ombudsman, manage our operational and reputational risks and learn when things go wrong.

Support business improvement through the collection and analysis of data to understand customer priorities and expectations for their neighbourhood, their homes and the services they receive from NHG

Develop our understanding of the experiences of our residents, embedding the use of our new transactional survey software, supporting further phases of development of this to collect feedback in ways that maximise the insight we receive, and presenting this, alongside business data in ways that engage and identify opportunities for change.

The Ideal Candidate

You will have experience of managing complaints and a knowledge of the regulatory requirements in this area, along with a commitment to improving services for residents.

You will also have great analytical skills, and the ability to analyse qualitative and quantitative data and present this in accessible ways.

Building great relationships and working with others across NHG will be critical to your success as you support the delivery of change in these key areas.

If this sounds like you then we would love to hear from you.

Benefits

In return we offer:

  • Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
  • Generous pension scheme
  • Enhanced maternity, paternity and adoption pay – we offer enhanced maternity 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

How to apply

  • Applications close at 23:59 on 3 November 2022.

If you would like to discuss this role then please contact suzanne.barrows@nhg.org.uk

Please apply for this role with us online. If you are not able to apply online, please contact our HR team via jobs@nhg.org.uk to discuss your requirements.

About the Company

Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.

Our people

We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.

Our pledges

We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.

We have under-representation of Black, Asian and Minority Ethnic colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage Black, Asian and Minority Ethnic candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.

We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.

To find out more about Diversity and inclusion at NHG, please visit our website.

Attached documents

  • Role Profile
  • NHG Expectations