Head of Complaints
Core
Lead the complaints function to ensure fair, timely, and empathetic resolutions for residents while driving service improvements based on feedback insights.
Role type
Senior leadership head of complaints (social housing)
Builds
Improved resident outcomes and service delivery through complaint resolution and root cause analysis
Domain
Social housing / Regulated housing sector
Required skills
Strategic leadership, operational performance management, root cause analysis, governance and compliance, team development, budget management, stakeholder partnership
Preferred skills
Experience in regulated environments, Ombudsman engagement, complex casework handling
Technologies
None stated
Responsibilities
Provide strategic leadership for the complaints function; Lead operational performance and set standards; Champion the resident voice and influence service delivery; Turn insight into improvement by identifying root causes; Build partnerships across the organization; Ensure effective governance and compliance; Lead, develop, and empower colleagues; Manage resources including budgets and KPIs
Seniority
Senior, hands-on IC with strategic leadership scope
