Senior Housing Complaints Lead – Hybrid/Remote

4Recruitment Services Ltd; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working arrangement

Travel to Camden for meetings

Job summary

4Recruitment Services are seeking an experienced Head of Complaints to provide senior leadership to a well-established housing association. You will lead the complaints service with visibility and impact, ensuring regulatory performance and stakeholder confidence.

The role is hybrid, largely remote, with occasional Camden office meetings as required. You will manage an established team, drive the new operating model, and maintain strong governance relations across senior leaders and forums.

Qualifications

• Senior-level housing complaints leadership experience.
• Strong complaints management expertise within housing sector.
• Understanding of complaint handling regulation and compliance requirements.
• Proven stakeholder management skills with senior leaders and governance forums.
• Experience leading managers and established teams.
• Willingness and ability to travel to Camden for meetings as required.
• Comfortable working in a hybrid environment with largely remote teams.

Responsibilities

• Provide senior leadership to an established complaints function.
• Lead and support managers and established teams.
• Maintain strong complaint handling, compliance and regulatory performance.
• Provide stability and direction during operational transition.
• Embed the new complaints operating model and management system.
• Progress complaints into later-stage processes.
• Build relationships with senior leaders and governance forums.
• Represent the complaints service at senior and governance-level meetings.

Job description

4Recruitment Services are seeking an experienced Head of Complaints to provide senior leadership to a well-established housing association. You will lead the complaints service with visibility and impact, ensuring regulatory performance and stakeholder confidence.

The role is hybrid, largely remote, with occasional Camden office meetings as required. You will manage an established team, drive the new operating model, and maintain strong governance relations across senior leaders and forums.