Assistant Director of Complaints

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Job Reference nhg/TP/4451/2090

Apply for this job Number of Positions: 1 Contract Type: Fixed Term Contract Details: 12-month Fixed-Term Contract Salary: £92,033 to £102,259 per annum for 40 hours per week. Working Hours: 40 Location: Kings Cross Closing Date: 05/11/2026 Job Category: Customer Experience Business Unit: Operations Directorate

Job Introduction

What you’ll do

We're looking for an experienced leader to join us as Interim Assistant Director of Complaints and lead our complaints service through a significant period of improvement and transformation. The Interim Assistant Director of Complaints will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance and organisational learning, helping us improve outcomes for residents and strengthen organisational performance.

Reporting to the Customer Experience Director and working closely with senior leaders across the organisation, you'll be accountable for the complaints service and associated assurance and improvement functions. You'll lead our complaints transformation agenda, oversee the delivery of key improvement programmes and ensure complaint insight, resident feedback, Housing Ombudsman learning and root cause analysis are translated into meaningful and sustainable service improvements. 

As Interim Assistant Director of Complaints, you'll play a key role in improving complaints performance, strengthening compliance with the Housing Ombudsman Complaint Handling Code and helping to build a culture where complaints are used as a strategic source of insight to improve services, increase trust and prevent recurring issues. Complaints management, customer experience, regulatory compliance, service recovery and organisational learning are central to this role.

How you’ll do it

• Provide strategic leadership and accountability for complaints management, service recovery, complaints improvement activity and associated assurance functions. 
• Lead the stabilisation and improvement of complaints performance, ensuring compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements. 
• Deliver the Complaints Improvement Programme and embed NHG’s Learning from Complaints Framework, ensuring complaint insight drives measurable service improvements.
• Strengthen governance, quality assurance and performance management arrangements to promote accountability, consistency and high standards.
• Work with directors and operational leaders to identify root causes, address recurring issues and embed learning across the organisation.
• Act as NHG’s senior relationship lead with the Housing Ombudsman Service and provide assurance reporting to the Executive Team, Board and governance forums.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. 

Essential:

• CIH Level 5 qualification in Housing, Housing Management or equivalent, or evidence of working towards a similar qualification. 
• Significant senior leadership experience leading complaints, customer experience, service recovery or regulatory improvement functions.
• Strong understanding of complaints management frameworks, the Housing Ombudsman Complaint Handling Code and wider social housing regulatory requirements.
• Experience working with regulatory bodies, Ombudsman services or equivalent assurance functions.
• Experience leading large-scale service transformation and improvement programmes.
• Experience designing and implementing performance management, assurance and governance frameworks.

What’s in it for you?

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.   

Benefits include:  

• Excellent annual leave allowance and flexible working opp