Head Of Complaints

The Head of Complaints will oversee the end-to-end complaints process, ensuring a smooth and efficient resolution for customers while maintaining compliance with regulations. This role plays a key part in improving service delivery and driving customer satisfaction within the social housing sector.

Client Details

We are partnering with a well-established housing and community-focused organisation committed to creating positive outcomes for residents. Known for its values-led approach, the organisation delivers essential services that make a meaningful difference to people's lives every day.

Description

• Lead the complaints team and ensure timely resolution of customer issues.
• Develop and implement strategies to improve the complaints process.
• Monitor and report on key performance indicators related to complaints handling.
• Ensure compliance with relevant regulations and standards.
• Provide training and guidance to staff on effective complaints management.
• Collaborate with other departments to address root causes of complaints.
• Maintain accurate records and documentation for all complaints.
• Act as the main point of escalation for complex or high-profile cases.

Profile

A successful Head of Complaints should have:

• 2 + years of experience leading in complaints handling
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• A thorough understanding of regulatory requirements in the not-for-profit sector.
• Analytical skills to identify trends and implement improvements.
• The ability to remain calm under pressure and manage high-profile cases effectively.

Job Offer

• Daily rate of £245 to £250, dependent on the level of experience.
• Work-from-home flexibility.
• Temporary contract within the not-for-profit sector.

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