Head of Complaints

Daniel Owen Ltd; Greater London; Híbrido; GBP 400 - 640; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Senior housing association complaints

Stakeholder engagement

Board papers

Ombudsman communication

Leadership

Descripción del empleo

Head of Complaints - London

London: £399 - £499 PAYE or £513 - £642 Umbrella

National: £352 - 440 PAYE or £453 - £566 Umbrella

The Head of Complaints will lead the organisation's complaint's function, ensuring residents receive fair, timely, empathetic and effective resolution when things go wrong. The role will provide strategic leadership across complaint handling, customer resolution, learning and service improvement in a large, complex housing association. A central focus of the role is to use complaints as a powerful source of insight to drive measurable improvements in services, reduce repeat failures, strengthen resident trust and improve organisational accountability. The role will champion a positive complaints culture, ensuring compliance with regulatory expectations while embedding learning across operational teams, contractors and senior leadership forums.

Candidates must have senior housing association complaints experience - please do not submit candidates without this. An individual with the gravitas for internal senior stakeholder engagement, able to produce board and committee papers, deal with direct MP & Ombudsman communication - strong leadership skills. Main areas covered (but not exclusive) repairs, ASB & service charges.

3 direct reports and overall team of 60 - need to be flexible around travel to Camden office for meetings, otherwise wfh. Some weeks could see up to 3 days of meeting attendance.