Head of Complaints

LGBT Jobs; Greater London; Hybrid; GBP 104,000 - 130,000; Full time

Benefits offered by this job

Excellent benefits

Hybrid work

Job summary

Clarion Housing Group seeks a Head of Complaints to lead a resident‑focused function within a regulated housing environment. You will ensure fair, timely and empathetic resolutions while embedding learning across services.

You will steer strategy, develop a high‑performing team, and drive improvements from complaints data. Hybrid London base, occasional travel, and mandatory close date of 12 October 2026.

Qualifications

• Strong understanding of social housing and regulation.
• Proven experience leading complaint handling in regulated environments.
• Ability to translate strategy into priorities and plans.

Responsibilities

• Provide strategic leadership for the complaints function and set priorities.
• Lead performance with clear objectives and ensure timely resolutions.
• Champion resident voice and ensure feedback informs service delivery.
• Turn complaint insights into actionable service improvements.
• Build partnerships with operational teams and senior leaders.
• Ensure governance, compliance and robust policies.
• Develop and empower colleagues and manage resources.

Skills

Strategic leadership

Governance reporting

Ombudsman engagement

Regulatory compliance

Team leadership

Job description

Pay: £103846 - £129808 per annum + £5k car allowance + excellent benefits

Highlighted points for this job

Location: Hybrid with base in London

Salary: £103,846 - £129,808 plus £5,000 car allowance per annum

Responsibilities include strategic leadership and complaint resolution

• Location: Hybrid - Linked to London - Greater London House
• London - £103,846 - £129,808 plus £5,000 car allowance per annum
• National - £91,696 - £114,620 plus £5,000 car allowance per annum
• Hours: 36 hours per week - flexible options considered
• Contract Type: Permanent

This is a great opportunity to join our team, Employer of the Year Housing Heroes Awards 2025 and Winner 2026 Inspiring Places to Work UK & Ireland

As our Head of Complaints, you'll lead the way in ensuring residents receive fair, timely and empathetic resolutions, while creating a culture at Clarion Housing where complaints are valued as an important opportunity to listen and improve.

You'll use resident feedback and complaints insight to identify themes, tackle the root causes of recurring issues and drive measurable improvements across our services. Working across operational teams, contractors and senior leaders, you'll embed learning, strengthen accountability and help build greater trust with our residents.

This is a highly influential role where you'll have the opportunity to shape not only how we respond when things go wrong, but how we learn from those experiences to make things better for our residents.

You'll provide strategic leadership for our complaints function, lead and develop a high-performing team, and work across the organisation to turn resident feedback and complaints insight into meaningful service improvement.

We are seeking a leader with a strong understanding and background in social housing with a proven experience of leading complaint handling in a regulated environment including complex casework, Ombudsman engagement and governance reporting.

As Head of Complaints, you will:

• Provide strategic leadership for the complaints function, translating organisational strategy into clear priorities and plans that deliver improved outcomes for residents and support Clarion's wider objectives.
• Lead operational performance, setting clear objectives and standards, monitoring performance and ensuring the function consistently delivers high-quality, timely and effective complaint resolution.
• Champion the resident voice, working with residents and colleagues to understand their experiences, identify what matters most and ensure feedback influences service delivery and decision-making.
• Turn insight into improvement, using complaints data, performance information and emerging trends to identify root causes, reduce repeat failures and make clear, actionable recommendations for service improvement.
• Build strong partnerships across the organisation, influencing and working collaboratively with operational teams, contractors, senior leaders and other stakeholders to resolve complex issues and embed learning.
• Ensure effective governance and compliance, maintaining robust policies and processes and ensuring complaint handling meets relevant regulatory requirements, internal standards and organisational policies.
• Lead, develop and empower colleagues, creating a high-performing and accountable culture, identifying development needs and providing coaching and expertise that builds capability both within the team and across the wider organisation.
• Manage resources effectively, including budgets and key performance measures, ensuring resources are aligned to priorities, and the function delivers against its business and financial objectives.

Salaries are just the starting point. Here at Clarion we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.

Closing Date: Monday 12th October 2026 at midnight.

This is a hybrid role with a base location at our offices in London. Candidates will be expected to work from the office at least 2 days per week.

Occasional travel may be required.

At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!