Head of Complaints in City of London, London

The Head of Complaints will oversee the end-to-end complaints process, ensuring a smooth and efficient resolution for customers while maintaining compliance with regulations. This role plays a key part in improving service delivery and driving customer satisfaction within the social housing sector.

Client Details

We are partnering with a well-established housing and community-focused organisation committed to creating positive outcomes for residents. Known for its values-led approach, the organisation delivers essential services that make a meaningful difference to people's lives every day.

Description

• Lead the complaints team and ensure timely resolution of customer issues.
• Develop and implement strategies to improve the complaints process.
• Monitor and report on key performance indicators related to complaints handling.
• Ensure compliance with relevant regulations and standards.
• Provide training and guidance to staff on effective complaints management.
• Collaborate with other departments to address root causes of complaints.
• Maintain accurate records and documentation for all complaints.
• Act as the main point of escalation for complex or high-profile cases.

Profile

A successful Head of Complaints should have:

• 2 + years of experience leading in complaints handling
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• A thorough understanding of regulatory requirements in the not-for-profit sector.
• Analytical skills to identify trends and implement improvements.
• The ability to remain calm under pressure and manage high-profile cases effectively.

Job Offer

• Daily rate of £245 to £250, dependent on the level of experience.
• Work-from-home flexibility.
• Temporary contract within the not-for-profit sector.

If you're interested in this role, apply now.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.