Assistant Director Of Complaints

Notting Hill Genesis; England; On-site; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Life Assurance x 4

Cycle to work scheme

Employee assistance

Health cash plan

Staff discounts

Job summary

Notting Hill Genesis is seeking an experienced Interim Assistant Director of Complaints to lead a major transformation of the complaints service. You will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance and organisational learning to drive improvements in resident outcomes.

You will report to the Customer Experience Director and work with senior leaders to deliver the Complaints Improvement Programme, embed learning, and ensure

Qualifications

• CIH Level 5 qualification in Housing, Housing Management or equivalent, or evidence of working towards a similar qualification.
• Senior leadership experience in complaints, customer experience, service recovery or regulatory improvement functions.
• Strong understanding of complaints management frameworks and the Housing Ombudsman Complaint Handling Code.
• Experience working with regulatory bodies, Ombudsman services or equivalent assurance functions.
• Experience leading large-scale service transformation and improvement programmes.
• Experience designing and implementing performance management, assurance and governance frameworks.

Responsibilities

• Provide strategic leadership and accountability for complaints management, service recovery and assurance functions.
• Lead the stabilisation and improvement of complaints performance and ensure regulatory compliance.
• Deliver improvement programmes and embed organisational learning from complaints.
• Strengthen governance, quality assurance and performance management for accountability and high standards.
• Collaborate with directors to identify root causes and embed learning across the organisation.
• Act as senior relationship lead with the Housing Ombudsman Service and report to the Executive Team and Board.

Education

CIH Level 5 qualification

Job description

Job Introduction

We're looking for an experienced leader to join us as Interim Assistant Director of Complaints and lead our complaints service through a significant period of improvement and transformation. The Interim Assistant Director of Complaints will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance and organisational learning, helping us improve outcomes for residents and strengthen organisational performance.

Reporting to the Customer Experience Director and working closely with senior leaders across the organisation, you'll be accountable for the complaints service and associated assurance and improvement functions. You'll lead our complaints transformation agenda, oversee the delivery of key improvement programmes and ensure complaint insight, resident feedback, Housing Ombudsman learning and root cause analysis are translated into meaningful and sustainable service improvements.

As Interim Assistant Director of Complaints, you'll play a key role in improving complaints performance, strengthening compliance with the Housing Ombudsman Complaint Handling Code and helping to build a culture where complaints are used as a strategic source of insight to improve services, increase trust and prevent recurring issues. Complaints management, customer experience, regulatory compliance, service recovery and organisational learning are central to this role.

How you’ll do it

• Provide strategic leadership and accountability for complaints management, service recovery, complaints improvement activity and associated assurance functions.
• Lead the stabilisation and improvement of complaints performance, ensuring compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
• Deliver the Complaints Improvement Programme and embed NHG’s Learning from Complaints Framework, ensuring complaint insight drives measurable service improvements.
• Strengthen governance, quality assurance and performance management arrangements to promote accountability, consistency and high standards.
• Work with directors and operational leaders to identify root causes, address recurring issues and embed learning across the organisation.
• Act as NHG’s senior relationship lead with the Housing Ombudsman Service and provide assurance reporting to the Executive Team, Board and governance forums.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Essential:

• CIH Level 5 qualification in Housing, Housing Management or equivalent, or evidence of working towards a similar qualification.
• Significant senior leadership experience leading complaints, customer experience, service recovery or regulatory improvement functions.
• Strong understanding of complaints management frameworks, the Housing Ombudsman Complaint Handling Code and wider social housing regulatory requirements.
• Experience working with regulatory bodies, Ombudsman services or equivalent assurance functions.
• Experience leading large-scale service transformation and improvement programmes.
• Experience designing and implementing performance management, assurance and governance frameworks.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit:

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit:

If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.