Head of Complaints Transformation & Compliance

Notting Hill Genesis; England; Sur place; GBP 85 000 - 120 000; Plein temps

Avantages offerts par ce poste

Excellent annual leave

Generous pension scheme

Life Assurance x 4

Cycle to work scheme

Employee assistance

Health cash plan

Staff discounts

Résumé du poste

Notting Hill Genesis is seeking an experienced Interim Assistant Director of Complaints to lead a major transformation of the complaints service. You will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance and organisational learning to drive improvements in resident outcomes.

You will report to the Customer Experience Director and work with senior leaders to deliver the Complaints Improvement Programme, embed learning, and ensure

Qualifications

• CIH Level 5 qualification in Housing, Housing Management or equivalent, or evidence of working towards a similar qualification.
• Senior leadership experience in complaints, customer experience, service recovery or regulatory improvement functions.
• Strong understanding of complaints management frameworks and the Housing Ombudsman Complaint Handling Code.
• Experience working with regulatory bodies, Ombudsman services or equivalent assurance functions.
• Experience leading large-scale service transformation and improvement programmes.
• Experience designing and implementing performance management, assurance and governance frameworks.

Responsabilités

• Provide strategic leadership and accountability for complaints management, service recovery and assurance functions.
• Lead the stabilisation and improvement of complaints performance and ensure regulatory compliance.
• Deliver improvement programmes and embed organisational learning from complaints.
• Strengthen governance, quality assurance and performance management for accountability and high standards.
• Collaborate with directors to identify root causes and embed learning across the organisation.
• Act as senior relationship lead with the Housing Ombudsman Service and report to the Executive Team and Board.

Formation

CIH Level 5 qualification

Description du poste

Notting Hill Genesis is seeking an experienced Interim Assistant Director of Complaints to lead a major transformation of the complaints service. You will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance and organisational learning to drive improvements in resident outcomes.

You will report to the Customer Experience Director and work with senior leaders to deliver the Complaints Improvement Programme, embed learning, and ensure