Avalon is seeking an influential, strategic Head of Complaints for a 2-3 month interim assignment. Operating on a hybrid working basis, this role requires occasional travel across UK sites, providing regular support to operations teams in Liverpool and London.
This is a hybrid post, with one site as your main hub and travel paid to the alternative.
In this critical leadership post, you will serve as the strategic lead for complaint resolution across the housing group, driving full compliance with the Housing Ombudsman Complaint Handling Code and relevant Tenant Satisfaction Measures. You will own the strategic relationship with the Housing Ombudsman, lead a multi-site casework operation, and foster a culture of collective responsibility, empathy, and continuous service improvement.
Key Duties for the Head of Complaints:
* Act as the strategic lead for complaint resolution, delivering an empathetic, customer-first service that rebuilds trust and drives high satisfaction.
* Ensure total organisational compliance with the Housing Ombudsman Complaint Handling Code and associated regulatory standards.
* Own and manage the relationship with the Housing Ombudsman, ensuring prompt, high-quality responses to determinations and executing required learning actions.
* Lead, inspire, and develop the Complaints Function, setting performance targets, conducting quality assurance audits, and utilising root cause analysis to eliminate systemic underperformance.
* Maintain and update all relevant complaint policies, governance frameworks, risk registers, and business continuity plans.
* Produce clear, concise performance reports and presentations for the Executive Team and Governance Community, providing assurance on learning from customer feedback.
* Drive cross-departmental projects that remove "blame culture" and establish collective accountability across the wider business.
* Deputise for the Director of Customer Contact & Resolution and represent the organisation externally as required.
Benefits for the Head of Complaints:
* Competitive Interim Rate: Excellent day rate, with an equivalent salary of £85-£95k.
* Contract Duration: 2-3 month interim assignment providing immediate strategic impact
* Flexible Working: Hybrid working arrangement, with 1-2 days a week on site and intermittent travel to sites in Liverpool and London
* Executive Exposure: High-profile role presenting directly to the Board, Governance Community, and Executive leadership team.
Requirements to secure the Head of Complaints role:
* Experience: Proven track record leading and motivating senior complaints or customer resolution teams within a complex, multi-site housing association, local authority, or property services environment.
* Regulatory Knowledge: Deep, up-to-date knowledge of social housing legislation, statutory regulations, Tenant Satisfaction Measures, and the Housing Ombudsman Complaint Handling Code.
* Casework Leadership: Demonstrable experience managing large-scale casework operations to strict quality, timeliness, and efficiency standards.
* Root Cause & Data Analysis: Expert skills in root cause analysis, risk audit methodology, and translating complaint data into actionable service improvement plans.
* Stakeholder Management: Exceptional communication and presentation skills, with gravitas and confidence when dealing with Executive Directors, Board members, and regulatory bodies.
* Change Management: Proven ability to lead cultural change, drive continuous improvement, and embed non-blameworthy, customer-focused practices.
How to apply for the Head of Complaints:
Please apply for this role online or contact Matt Goodwin-Baird at Avalon for a confidential discussion.
Avalon, trading name of Spirehouse Recruitment Limited, is an equal opportunities employment business and employment agency. We practise a diverse and inclusive recruitment process that ensures equal opportunity for all individuals
Salary description
£85000.00 - £95000.00 per year