Dawna Morrison
Head of Complaints and Service Recovery @Notting Hill Genesis
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WORK HISTORY
Head of Complaints and Service Recovery @Notting Hill Genesis
Strategic lead for NHG’s complaint service. Successfully mobilised and delivered a new complaint core function for the business.Tasked with centralising complaint management and building capacity for separate service recovery and learning teams as part of the offer.Responsibility for whole project delivery from devising a new service structure through to implementation. Multi team targeted and focused approach to end to end complaint management, learning and customer experience.
EDUCATION
The Open University
BA (Hons) Leadership & Management
ABOUT DAWNA MORRISON
Customer service leader with extensive experience in housing and local government finance, possessing over 25 years of expertise. Currently working as the Head of Complaints and Service Recovery at Notting Hill Genesis, where the focus is on delivering a strategic, centralised complaint management function, fostering service recovery, and enhancing customer experience. Successfully implemented a comprehensive complaints core function at Notting Hill Genesis, integrating service recovery, case investigation, and learning teams to streamline processes and drive improvements. Dedicated to stakeholder management and advancing service delivery through collaboration and innovative solutions
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