Head of Complaints & Service Improvement

Talantir; Peterborough; Hybrid; GBP 58,000 - 71,000; Full time

Benefits offered by this job

Holiday entitlement + bank holidays +

Health & wellbeing support

Car leasing options

Pension schemes

Job summary

Accent Group in Peterborough is seeking a Head of Complaints & Service Improvement to lead a dedicated team delivering a trusted complaints service with empathy and accountability.

You will drive learning from customer feedback, analyse trends, and shape smarter processes. Collaborating with internal teams and external partners like the Housing Ombudsman Service, you’ll ensure a transparent, improvement-focused approach.

Qualifications

• Strong leadership and people-management skills.
• Proven experience leading a complaints service or similar customer resolution function.
• Demonstrated ability to identify root causes of issues and implement effective changes to reduce recurrence.
• Evidence of working collaboratively with stakeholders to complaints and improve customer outcomes.
• Strong report-writing skills, with the ability to present insights clearly and persuasively.

Responsibilities

• Lead a dedicated team to deliver a trusted complaints service.
• Analyse customer feedback and trends to drive improvements in processes.
• Coach and develop the team to reach higher performance levels.
• Collaborate with internal colleagues and external partners, including the Housing Ombudsman Service, to ensure consistent practices.

Skills

Leadership

Complaints service

Root-cause analysis

Stakeholder collaboration

Report writing

Service improvement

Tools

Complaints handling system

Job description

A place to make a difference

Location: Peterborough, hybrid (ideally 3 days a week in the office with occasional travel to other offices for training and meetings).

Salary: £64,336 per annum

Permanent, 35 hours per week, Monday - Friday 9am to 5pm

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.

We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.

About The Role

As our Head of Complaints & Service Improvement, you’ll make sure Accent delivers a complaint service our customers can trust and feel heard by. You’ll lead a team dedicated to resolving issues swiftly, fairly, and with empathy, ensuring every interaction helps us improve the way we do things.

You’ll be the driving force behind how we learn from customer feedback, using complaints as a powerful tool for improvement. By analysing trends, coaching your team, and shaping smarter processes, you’ll help us become better every day. You’ll work closely with colleagues across Accent and build strong relationships with external partners, including the Housing Ombudsman Service, to ensure our approach is consistent, transparent, and fully aligned with the Complaint Handling Code.

This is your chance to shape a high-performance culture where great service isn’t just delivered - it’s designed, embedded, and continually improved. The team is established, engaged, and eager for someone who will give them the autonomy, confidence, and vision to reach the next level.

Salary

The spot salary for this post is £64,336 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.

About You

The essentials

• Strong leadership and people‑management skills, with the ability to inspire, support, and drive team performance.
• Proven experience leading a complaints service or similar customer resolution function.
• Demonstrated ability to identify root causes of issues and implement effective changes to reduce recurrence.
• Evidence of working collaboratively with stakeholders to complaints and improve customer outcomes.
• Strong report‑writing skills, with the ability to present insights clearly and persuasively.
• A track record of delivering improvements in customer satisfaction through service enhancement and continuous improvement.

The desirables

• Experience working within the housing sector.
• Knowledge of property repairs and related service processes.
• Previous experience implementing or managing complaints‑handling systems.
• Experience completing self‑assessments against the Housing Ombudsman’s Complaint Handling Code.
• Experience writing, shaping, and influencing policy.

The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening, before an offer is confirmed.

Head of Complaints & Service Improvement Interviews

We want your candidate experience to reflect who we are - a place to grow, a place to thrive, a place to be you.

Stage 1: A Place to Connect

A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.

Planned date: 3rd April via Teams.

Stage 2: A Place to Show Your Strengths

You’ll deliver a presentation to the panel and have your final behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You’ll be asked to complete a Congruity Questionnaire in advance.

Planned date: 9th April at our Peterborough office.

We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.

A place to build a future

We’ve got big ambitions and we’re looking for people who want to grow with us. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.

And because we believe great work deserves great rewards, here’s what you can look forward to:

• Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
• Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
• Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
• Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
• Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
• Career development – From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more – we’ll help you grow and succeed.

This is more than a job – it’s a place where you can make an impact, feel valued, and be rewarded for what you do.

We’re Committed to Inclusion

We believe diversity makes us stronger and we’re committed to creating a place where everyone feels valued, respected, and able to thrive.

Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know – we’ll make it happen.

Because this isn’t just a workplace – it’s a place to belong.

If you have any queries about the role, please email: [e-mail]

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.

Recruitment Agencies

We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.