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Head Of Complaints
Job Summary
Advertiser
Salary / Rate
Posted
The Oyster Partnership
£24.00 - £25.00
16th March 2026
Location
Start Date
West Midlands
Type
Job Sector
contract
Customer Service & Call Centres
Purpose of the Role The Head of Complaints provides strategic leadership and operational oversight of the organisation’s complaints function, ensuring residents receive a fair, transparent, and high‑quality service. The postholder is responsible for embedding a culture of learning, accountability, and continuous improvement across the housing association, ensuring compliance with the Housing Ombudsman’s Complaint Handling Code and all regulatory expectations. This role plays a critical part in strengthening resident trust, improving service delivery, and driving organisational change through insight gained from complaints, feedback, and service failures. Key Responsibilities Strategic Leadership * Lead the organisation’s complaints strategy, ensuring a resident‑centred, fair, and timely approach. * Ensure full compliance with the Housing Ombudsman’s Complaint Handling Code and regulatory requirements. * Provide expert advice to senior leaders, the Board, and committees on complaint…
