Chief Complaints & Service Improvement Lead

Daniel Owen Ltd; Greater London; Hybrid; GBP 400 - 640; Full time

Job summary

Daniel Owen Ltd. is seeking a Head of Complaints in London to lead the organisation's complaint function, driving fair and timely resolutions while using insights to improve services.

The role requires strategic leadership across complaints handling, learning and service improvement in a large housing association. The candidate must have senior housing association complaints experience and gravitas for engaging senior stakeholders, including producing board papers and handling MP & Ombudsman

Qualifications

• Candidates must have senior housing association complaints experience.
• An individual with gravitas for internal senior stakeholder engagement, able to produce board and committee papers, deal with direct MP & Ombudsman communication.
• Strong leadership skills required.

Responsibilities

• Lead the organisation's complaint function, ensuring fair, timely, empathetic and effective resolution.
• Provide strategic leadership across complaint handling, customer resolution, learning and service improvement.
• Champion a positive complaints culture and ensure regulatory compliance.

Skills

Senior housing association complaints

Stakeholder engagement

Board papers

Ombudsman communication

Leadership

Job description

Daniel Owen Ltd. is seeking a Head of Complaints in London to lead the organisation's complaint function, driving fair and timely resolutions while using insights to improve services.

The role requires strategic leadership across complaints handling, learning and service improvement in a large housing association. The candidate must have senior housing association complaints experience and gravitas for engaging senior stakeholders, including producing board papers and handling MP & Ombudsman