Head of Complaints & Customer Resolution (Hybrid)

Baird And Co Recruitment Ltd; West Kirby; Hybrid; GBP 85,000 - 95,000; Full time

Benefits offered by this job

Hybrid working

Travel to sites

Board-level exposure

Job summary

Avalon, trading as Spirehouse Recruitment Limited, is seeking an influential Head of Complaints for a 2-3 month interim assignment. The role supports operations across UK sites with hybrid working and travel to Liverpool and London.

You will lead the complaints function, ensure Housing Ombudsman Code compliance, and drive service improvement across a multi-site housing group. Strong regulatory knowledge and stakeholder diplomacy are essential for success.

Qualifications

• Proven leadership of senior complaints or customer resolution teams within housing or property services.
• Deep knowledge of social housing legislation and Housing Ombudsman Code.
• Experience managing large-scale, multi-site casework with quality and timeliness.
• Strong data analysis and root-cause capability.

Responsibilities

• Act as strategic lead for complaint resolution with an empathetic, customer-first service.
• Ensure compliance with Housing Ombudsman Code and regulatory standards.
• Own and manage Housing Ombudsman relationship; respond to determinations; implement learning actions.
• Lead Complaints Function; set targets; perform QA audits; root-cause analysis.
• Update policies, governance, risk registers, and business continuity plans.
• Produce performance reports for Executive Team and Governance Community.
• Drive cross-department projects to embed accountability.
• Deputise for Director and represent the organisation externally.

Skills

Leadership

Regulatory knowledge

Stakeholder management

Data analysis

Job description

Avalon, trading as Spirehouse Recruitment Limited, is seeking an influential Head of Complaints for a 2-3 month interim assignment. The role supports operations across UK sites with hybrid working and travel to Liverpool and London.

You will lead the complaints function, ensure Housing Ombudsman Code compliance, and drive service improvement across a multi-site housing group. Strong regulatory knowledge and stakeholder diplomacy are essential for success.