Housing Senior Complaints Lead

4Recruitment Services are seeking an experienced Head of Complaints to provide senior leadership to a well-established housing association.

As the Head of Complaints, you will provide visible and confident leadership across the complaints service, ensuring operational continuity and maintaining the confidence of senior stakeholders and governance forums.

The role offers a flexible hybrid working arrangement, with the majority of the role carried out remotely from home.

The successful candidate will, however, need to be flexible around attending meetings at the housing association’s Camden office when required. Office attendance will be driven by business needs rather than a fixed number of office days.

Some weeks may require up to three days of attendance at the Camden office for meetings with senior stakeholders, governance groups and the wider team. Other weeks may involve little or no office attendance, depending on business requirements.

Candidates do not need to be based in London, but must be comfortable and able to travel to Camden for meetings when required.

DUTIES AND RESPONSIBILITIES INCLUDE:

• Provide senior leadership to an established complaints function.
• Lead and support managers and established teams.
• Maintain strong complaint handling, compliance and regulatory performance.
• Provide stability and direction throughout the ongoing operational transition.
• Continue embedding the new complaints operating model and management system.
• Manage the increasing progression of complaints into later-stage processes.
• Build and maintain strong relationships with senior leaders and governance forums.
• Operate autonomously and provide confident leadership.
• Represent the complaints service at senior and governance-level meetings as required.

ESSENTIAL EXPERIENCE:

Housing Sector Experience is Essential

We are looking for a senior complaints professional with:

• Senior-level housing complaints leadership experience.
• Strong complaints management expertise within the housing sector.
• A demonstrable understanding of complaint handling regulation and compliance requirements.
• Proven stakeholder management skills, including engagement with senior leaders and governance forums.
• Experience leading managers and established teams.
• A willingness and ability to travel to Camden for meetings as required.
• Confidence working in a hybrid environment with largely remote teams.

DESIRABLE EXPERIENCE:

• Experience leading complaints services through operational change or transformation.
• Previous experience implementing or embedding new complaints systems or operating models.
• Exposure to Ombudsman-related performance improvement programmes.
• Previous interim leadership experience.
• Experience presenting to committees or executive-level groups.

Candidates from closely related regulated environments may be considered where they can demonstrate strong complaints leadership and stakeholder-management capability; however, housing-sector backgrounds will take precedence wherever available.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

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