Head of Complaints

Overview

As Head of Complaints, you will lead the complaints function to deliver fair, timely and empathetic resolutions for residents. You’ll translate strategy into priorities, drive improvements through feedback insights, and partner with operational teams, contractors and senior leaders to build trust and accountability. This role shapes how we respond to issues and learns from experiences to enhance services. You will empower a high-performing team and ensure governance and regulatory compliance, with a strong focus on resident outcomes and learning across the organisation.

Pay / Benefits

• car allowance
• hybrid role
• flexible working options

Responsibilities

• Provide strategic leadership for the complaints function and translate strategy into clear priorities
• Lead operational performance with objectives and standards for timely, high-quality resolution
• Champion the resident voice and ensure feedback informs service delivery
• Turn complaints data and trends into actionable service improvements
• Build partnerships across the organisation to resolve complex issues and embed learning
• Ensure governance and compliance with regulatory requirements and internal standards
• Lead, develop and coach colleagues to build capability across the organisation
• Manage resources, budgets, and performance measures to meet objectives

Key requirements

• Strong understanding of social housing with proven experience in leading complaint handling in a regulated environment
• Experience with complex casework, Ombudsman engagement and governance reporting
• Strategic leadership and ability to influence across operational teams and senior stakeholders
• Coaching and development of a high-performing team
• Ability to translate data and insights into service improvements

• stakeholder engagement
• collaboration
• analytical thinking
• complaints data analysis
• governance reporting
• regulatory compliance

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