Head of complaints

Overview

In this role you lead the complaints function within a central London housing organisation, shaping how customer issues are handled and resolved. You will drive improvements to complaint management processes and provide actionable insights to the leadership team. You will ensure regulatory compliance and collaborate across departments to address root causes. This opportunity offers hybrid working and potential progression to a permanent role, in a people-focused, inclusive environment.

Pay / Benefits

• hybrid working arrangement
• central London location
• competitive daily rate
• temporary position based in London
• potential opportunity to go perm
• inclusive recruitment environment

Responsibilities

• Lead the complaints team to ensure efficient handling and resolution of customer issues
• Develop and implement strategies to improve complaint management processes
• Analyse complaint trends and present actionable insights to leadership
• Ensure compliance with regulations and internal policies
• Prepare and present reports on complaint statistics and resolutions
• Collaborate with other departments to address root causes of complaints
• Provide guidance and training to team members to enhance performance
• Act as escalation point for complex or high-priority complaints

Key requirements

• Proven experience in complaints management within the business services industry
• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Knowledge of relevant regulatory requirements and best practices
• Ability to analyse data and provide actionable insights
• Proficiency in using customer service tools and systems

• Leadership
• Communication
• Problem-solving
• Collaboration
• Customer service tools and systems
• Data analysis

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