Interim Head of Complaints & Service Improvement

Liquid; Camden Town; Hybrid; GBP 82,000 - 110,000; Full time

Job summary

Liquid is seeking an Interim Assistant Director of Complaints to lead the organisation's complaints transformation. The role is 12 months, based in Kings Cross, with a 4 days in the office / 1 day from home pattern and a daily Umbrella rate of 520.08.

You will stabilise the complaints function, drive governance, and deliver sustainable improvements across the end-to-end journey within the Customer Experience Directorate.

Qualifications

• Senior leadership experience in complaints, customer experience or regulatory improvement.
• Strong knowledge of Housing Ombudsman requirements and the Complaint Handling Code.
• Experience working with regulators or Ombudsman services.
• Proven track record of stabilising and improving performance in a complex organisation.

Responsibilities

• Lead the complaints function and analysis capability across the organisation.
• Drive the Complaints Improvement Programme and measurable performance improvements.
• Develop a Learning from Complaints Framework and governance structures.
• Reduce backlogs and improve efficiency in the complaints journey.
• Provide strategic advice to Executive and senior leadership on complaints and experience.
• Report to the Executive Team and Board on performance, risk and improvement.

Skills

Senior leadership

Regulatory improvement

Housing Ombudsman

Stakeholder management

Transformation delivery

Education

CIH Level 5 or equivalent

Job description

Liquid is seeking an Interim Assistant Director of Complaints to lead the organisation's complaints transformation. The role is 12 months, based in Kings Cross, with a 4 days in the office / 1 day from home pattern and a daily Umbrella rate of 520.08.

You will stabilise the complaints function, drive governance, and deliver sustainable improvements across the end-to-end journey within the Customer Experience Directorate.