Strategic Head of Complaints & Service Improvement

NOTTING HILL GENESIS; Greater London; On-site; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension scheme

Enhanced family leave

Job summary

Notting Hill Genesis is seeking an experienced interim leader to assume the role of Interim Assistant Director of Complaints and steer the service through a period of improvement and transformation. You will provide strategic and operational leadership for complaints management, service recovery, and regulatory compliance, shaping governance and learning across NHG.

This is a senior role requiring CIH Level 5 or equivalent and a proven track record in large-scale transformation within social

Qualifications

• Significant senior leadership experience in complaints, customer experience, service recovery or regulatory improvement.
• Strong understanding of complaints management frameworks and the Housing Ombudsman Code.
• Experience working with regulatory bodies or Ombudsman services.

Responsibilities

• Provide strategic leadership and accountability for complaints management, service recovery and assurance functions.
• Lead stabilisation and improvement of complaints performance with regulatory compliance.
• Deliver the Complaints Improvement Programme and embed a learning from complaints framework.
• Strengthen governance, quality assurance and performance management arrangements.

Skills

Senior leadership

Complaints management

Regulatory improvement

Stakeholder engagement

Governance and learning

Education

CIH Level 5 or equivalent

Job description

Notting Hill Genesis is seeking an experienced interim leader to assume the role of Interim Assistant Director of Complaints and steer the service through a period of improvement and transformation. You will provide strategic and operational leadership for complaints management, service recovery, and regulatory compliance, shaping governance and learning across NHG.

This is a senior role requiring CIH Level 5 or equivalent and a proven track record in large-scale transformation within social