Interim Assistant Director of Complaints 12-month interim | £520.08 per day Umbrella | Kings Cross | 4 days office / 1 day home
We are currently recruiting for anInterim Assistant Director of Complaintsto join a large and establishedG15 housing association, working at a senior level within its Customer Experience Directorate.
This is a key leadership appointment for an organisation undergoing significant improvement across its complaints service, with the successful candidate responsible for bringingpace, clarity, accountability and sustainable changeto the end-to-end complaints journey.
The Role
Reporting to the Customer Experience Director, you will provide strategic and operational leadership acrosscomplaints management, service recovery, regulatory compliance, root cause analysis and learning from complaints.
You will lead the stabilisation and transformation of the complaints service, ensuring compliance with theHousing Ombudsman Complaint Handling Codewhile turning complaint insight and resident feedback into meaningful, organisation-wide service improvements.
Key responsibilities will include:
- Leading the complaints function and associated root cause analysis capability.
- Driving theComplaints Improvement Programmeand delivering measurable improvements in performance.
- Leading the implementation and development of aLearning from Complaints Framework.
- Reducing complaint backlogs, inefficiencies and recurring service failures.
- Strengthening performance management, quality assurance, governance and accountability.
- Acting as a senior strategic relationship lead with theHousing Ombudsman Serviceand relevant regulatory stakeholders.
- Providing strategic advice to Executive and senior leadership teams on complaints, service recovery and customer experience.
- Reporting to Executive Team, Board and governance forums on performance, risk and improvement.
- Developing leadership capability within the complaints function and embedding sustainable improvements beyond the interim assignment.
About You
We are looking for an experiencedsenior complaints, customer experience or regulatory improvement leaderwith a strong track record of delivering transformation within a complex organisation.
You will ideally bring:
- Significant senior leadership experience across complaints, customer experience, service recovery or regulatory improvement.
- Strong knowledge ofHousing Ombudsman requirements and the Complaint Handling Code.
- Experience working directly with regulators, Ombudsman services or equivalent assurance functions.
- A proven track record of stabilising and improving performance within a challenging operational environment.
- Experience delivering organisation-wide transformation and improvement programmes.
- Strong analytical, strategic and problem-solving skills, with the ability to turn insight and root cause analysis into tangible action.
- Excellent stakeholder management skills, including experience working with Executive Teams, Boards, regulators and external partners.
- CIH Level 5 or equivalent qualification, or evidence of working towards a similar qualification.
The Opportunity
This is an opportunity to take ownership of a high-profile improvement agenda within a majorG15 housing provider, with significant scope to influence complaints performance, resident experience, regulatory assurance and organisational learning.
- Location:Kings Cross
- Working pattern:4 days office / 1 day from home
- Contract:12 months
- Rate:£520.08 per day Umbrella
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