Interim Assistant Director of Complaints 12-month interim 520.08 per day Umbrella Kings Cross 4 days office / 1 day home We are currently recruiting for an Interim Assistant Director of Complaints to join a large and established G15 housing association, working at a senior level within its Customer Experience Directorate. This is a key leadership appointment for an organisation undergoing significant improvement across its complaints service, with the successful candidate responsible for bringing pace, clarity, accountability and sustainable change to the end-to-end complaints journey. The Role Reporting to the Customer Experience Director, you will provide strategic and operational leadership across complaints management, service recovery, regulatory compliance, root cause analysis and learning from complaints. You will lead the stabilisation and transformation of the complaints service, ensuring compliance with the Housing Ombudsman Complaint Handling Code while turning complaint insight and resident feedback into meaningful, organisation-wide service improvements. Key responsibilities will include:Leading the complaints function and associated root cause analysis capability.Driving the Complaints Improvement Programme and delivering measurable improvements in performance.Leading the implementation and development of a Learning from Complaints Framework.Reducing complaint backlogs, inefficiencies and recurring service failures.Strengthening performance management, quality ..... full job details .....