Interim Assistant Director of Complaints & Improvement

Notting Hill Genesis Group; Greater London; Hybride; GBP 92 000 - 102 000; Plein temps

Avantages offerts par ce poste

Excellent annual leave

Generous pension scheme

Enhanced maternity/paternity/adoption

Employee assistance

Health cash plan

Staff discounts

Cycle to work scheme

Life Assurance x4

Résumé du poste

Notting Hill Genesis seeks an Interim Assistant Director of Complaints to lead its complaints service through a major improvement phase. You will drive strategic and operational leadership across complaints management, service recovery and assurance, ensuring learning translates into sustainable service improvements.

You will stabilise performance, ensure Housing Ombudsman Code compliance, and work with the Executive Team to embed learning across the organisation.

Qualifications

• CIH Level 5 qualification or equivalent is essential.
• Extensive senior leadership experience in complaints, customer experience or regulatory improvement.
• Strong understanding of the Housing Ombudsman Code and social housing regulation.
• Experience liaising with regulatory bodies and assurance functions.
• Experience leading large-scale service transformation and governance design.

Responsabilités

• Provide strategic leadership for complaints management, service recovery and assurance.
• Stabilise and improve complaints performance in line with regulatory requirements.
• Deliver the Complaints Improvement Programme and embed organisational learning.
• Strengthen governance, QA and performance management with senior leadership.
• Collaborate with directors to identify root causes and drive learning across NHG.

Connaissances

Senior leadership

Complaints management

Regulatory improvement

Stakeholder management

Formation

CIH Level 5 qualification in Housing/ Housing Management or equivalent

Description du poste

Notting Hill Genesis seeks an Interim Assistant Director of Complaints to lead its complaints service through a major improvement phase. You will drive strategic and operational leadership across complaints management, service recovery and assurance, ensuring learning translates into sustainable service improvements.

You will stabilise performance, ensure Housing Ombudsman Code compliance, and work with the Executive Team to embed learning across the organisation.