Head of Complaints

London Source: WhatJobs

See advert for pay

Overview

In this role you will lead the organisation’s complaints function to deliver fair, timely and empathetic resolutions. You will provide strategic oversight for complaint handling, customer resolution, and continual service improvement in a large housing association. You will turn complaints into actionable insights to drive improvements, build resident trust, and strengthen accountability. The role requires engaging senior stakeholders, including boards and MPs, while ensuring regulatory compliance and embedding learning across teams. You will shape a positive complaints culture and work with cross‑functional partners to drive measurable impact.

Responsibilities

Lead the complaints function and set strategic direction across the team
Drive customer resolution, learning and service improvement based on complaint insights
Ensure regulatory compliance and embed learning across operational and leadership forums
Engage senior stakeholders, produce board/committee papers, and manage MP & Ombudsman communications
Oversee a large team (60 in the function, 3 direct reports) and coordinate cross‑site travel (Camden) for meetings
Champion a positive complaints culture and support contractors and internal teams in improving services
Address key complaint areas such as repairs, anti‑social behaviour (ASB) and service charges
Collaborate with senior leadership to translate insights into organisational improvements
Balance strategic oversight with hands‑on involvement in complex cases
Prepare for and participate in cross‑functional meetings and governance
Ensure effective governance and accountability through regular reporting and learning loops

Key requirements

Senior housing association complaints experience
Gravitas for internal senior stakeholder engagement
Ability to produce board and committee papers
Experience dealing with MP & Ombudsman communications
Strong leadership skills
Willingness to travel to meeting locations (e.g., Camden) and flexibility to attend in person
Experience across repairs, ASB and service charges (as main areas)