Assistant Director of Complaints

Notting Hill Genesis Group; Greater London; Hybrid; GBP 92,000 - 102,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Enhanced maternity/paternity/adoption

Employee assistance

Health cash plan

Staff discounts

Cycle to work scheme

Life Assurance x4

Job summary

Notting Hill Genesis seeks an Interim Assistant Director of Complaints to lead its complaints service through a major improvement phase. You will drive strategic and operational leadership across complaints management, service recovery and assurance, ensuring learning translates into sustainable service improvements.

You will stabilise performance, ensure Housing Ombudsman Code compliance, and work with the Executive Team to embed learning across the organisation.

Qualifications

• CIH Level 5 qualification or equivalent is essential.
• Extensive senior leadership experience in complaints, customer experience or regulatory improvement.
• Strong understanding of the Housing Ombudsman Code and social housing regulation.
• Experience liaising with regulatory bodies and assurance functions.
• Experience leading large-scale service transformation and governance design.

Responsibilities

• Provide strategic leadership for complaints management, service recovery and assurance.
• Stabilise and improve complaints performance in line with regulatory requirements.
• Deliver the Complaints Improvement Programme and embed organisational learning.
• Strengthen governance, QA and performance management with senior leadership.
• Collaborate with directors to identify root causes and drive learning across NHG.

Skills

Senior leadership

Complaints management

Regulatory improvement

Stakeholder management

Education

CIH Level 5 qualification in Housing/ Housing Management or equivalent

Job description

# Vacancies Assistant Director of Complaints## Job Introduction**What you’ll do**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:https://group.nhg.org.uk/careers/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: https://group.nhg.org.uk/careers/diversity-is-our-strength/**Selection Process**Step 1: If you are interested, please send your application now!Step 2: Successful candidates will be invited to interview and assessment.Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via [e-mail] 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.NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.### Attached documents* Values at NHG.pdf* 2026 Interim Assistant Director of Complaints.pdfApply+− OpenStreetMap contributors### Assistant Director of Complaints* **Salary** £92,033 to £102,259 per annum for 40 hours per week.* **Frequency** Annual* **Job Reference** nhg/TP/4451/2090* **Contract Type** Fixed Term* **Contract Details** 12-month Fixed-Term Contract* **Working Hours** 40* **Location** Kings Cross, United Kingdom* **Posted on** 22 October, 2026* **Closing Date** 5 November, 2026