Head of Complaints & CX Strategy (Hybrid)

Baird And Co Recruitment Ltd; Greater London; Hybrid; GBP 85,000 - 95,000; Full time

Benefits offered by this job

Interim rate: £85-£95k annualised

Job summary

Avalon is seeking an influential Head of Complaints for a 2-3 month interim assignment, operating on a hybrid basis with travel across UK sites including Liverpool and London. You will lead the complaints function, ensuring compliance with the Housing Ombudsman Code and Tenant Satisfaction Measures, and own the relationship with the Housing Ombudsman across multiple sites.

You will report to senior leadership, drive service improvements, and foster a culture of accountability and empathy,

Qualifications

• Proven track record leading senior complaints teams in multi-site housing environments.
• Deep knowledge of social housing legislation, Tenant Satisfaction Measures, and Housing Ombudsman Code.
• Experience managing large-scale casework with quality and timeliness targets.
• Expert in root cause analysis and translating data into service improvements.
• Excellent communication and presentation skills with executive stakeholders.
• Change management experience driving culture toward customer focus.

Responsibilities

• Lead strategic complaint resolution across multiple sites.
• Ensure compliance with Housing Ombudsman Code and regulatory standards.
• Manage Housing Ombudsman relationship and learn actions.
• Inspire and develop the Complaints Function, set targets and QA audits.
• Maintain policies, governance, risk registers and business continuity plans.
• Produce executive reports and present learning from feedback.
• Drive cross-department projects to foster accountability.
• Deputise for the Director of Customer Contact & Resolution and represent externally.

Skills

Strategic leadership

Stakeholder management

Regulatory knowledge

Root cause analysis

Change management

Data-driven decisions

Job description

Avalon is seeking an influential Head of Complaints for a 2-3 month interim assignment, operating on a hybrid basis with travel across UK sites including Liverpool and London. You will lead the complaints function, ensuring compliance with the Housing Ombudsman Code and Tenant Satisfaction Measures, and own the relationship with the Housing Ombudsman across multiple sites.

You will report to senior leadership, drive service improvements, and foster a culture of accountability and empathy,