Head of Complaints & Service Improvement

Job Summary

Head of Complaints & Service Improvement

A place to make a difference

Location: Peterborough hybrid (ideally 3 days a week in the office with occasional travel to other offices for training and meetings).

Salary: 64336 per annum

Permanent 35 hours per week Monday Friday 9am to 5pm

With over 21000 homes across the country were responsible for supporting thousands of customers and their families.

Were proud to build positive long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities theres a place for you at Accent.

About the role

As our Head of Complaints & Service Improvement youll make sure Accent delivers a complaint service our customers can trust and feel heard by. Youll lead a team dedicated to resolving issues swiftly fairly and with empathy ensuring every interaction helps us improve the way we do things.

Youll be the driving force behind how we learn from customer feedback using complaints as a powerful tool for improvement. By analysing trends coaching your team and shaping smarter processes youll help us become better every day. Youll work closely with colleagues across Accent and build strong relationships with external partners including the Housing Ombudsman Service to ensure our approach is consistent transparent and fully aligned with the Complaint Handling Code.

This is your chance to shape a highperformance culture where great service isnt just delivered - its designed embedded and continually improved. The team is established engaged and eager for someone who will give them the autonomy confidence and vision to reach the next level.

To view/download the Head of Complaints & Service Improvement job description please click here.

Salary

The spot salary for this post is 64336 per annum for applicants who fully meet the requirements of the post. If youre still developing some of the skills or experience you can start at a salary 5% or 10% below the spot rate with clear support and progression opportunities to reach the full amount.

About you

The essentials

Strong leadership and peoplemanagement skills with the ability to inspire support and drive team performance.
Proven experience leading a complaints service or similar customer resolution function.
Demonstrated ability to identify root causes of issues and implement effective changes to reduce recurrence.
Evidence of working collaboratively with stakeholders to complaints and improve customer outcomes.
Strong reportwriting skills with the ability to present insights clearly and persuasively.
A track record of delivering improvements in customer satisfaction through service enhancement and continuous improvement.

The desirables

Experience working within the housing sector.
Knowledge of property repairs and related service processes.
Previous experience implementing or managing complaintshandling systems.
Experience completing selfassessments against the Housing Ombudsmans Complaint Handling Code.
Experience writing shaping and influencing policy.

The successful applicant will be subject to preemployment checks such as DBS and social media screening before an offer is confirmed.

Head of Complaints & Service Improvement Interviews

We want your candidate experience to reflect who we are - a place to grow a place to thrive a place to be you.

Stage 1: A Place to Connect
A call with the hiring manager. Youll learn more about the role and team and well get to know you your experience goals and what you bring.
Planned date: 3rd April via Teams.

Stage 2: A Place to Show Your Strengths
Youll deliver a presnetaion to the panel and have your final behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. Youll be asked to complete a Congruity Questionnaire in advance.
Planned date: 9th April at our Peterborough office.

We aim to make the process clear supportive and genuinely valuable a place where you feel informed and confident at every step.

A place to build a future

Weve got big ambitions and were looking for people who want to grow with us. Here youll have the chance to learn new skills shape your career and thrive in a collaborative environment where your ideas matter.

And because we believe great work deserves great rewards heres what you can look forward to:
Generous time off 28 days holiday plus bank holidays an extra day for your birthday and the option to buy more.
Health & wellbeing support Cash health plan Health MOTs online GP access gym discounts and a dedicated volunteering day for a cause you care about.
Financial perks Car leasing options salary sacrifice schemes and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice plus life assurance at three times your salary for peace of mind.
Family-friendly policies Enhanced parental leave flexible working options and support for work-life balance.
Career development From Stepping into Management and Management Essentials training to our Leadership Academy apprenticeships and more well help you grow and succeed.

This is more than a job its a place where you can make an impact feel valued and be rewarded for what you do.

Were Committed to Inclusion

We believe diversity makes us stronger and were committed to creating a place where everyone feels valued respected and able to thrive.

Our recruitment process is designed to be accessible and inclusive and if you need any reasonable adjustments at any stage just let us know well make it happen.

Because this isnt just a workplace its a place to belong.

Please dont delay in submitting your application. Where roles are urgent or we receive a high volume of applications we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role please email:

Please note candidates must have current eligibility to live and work in the UK Accent do not currently hold a sponsorship license.

If youre looking for a place you can make a positive difference to society to our organisation and to your future apply now.

Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.

Required Experience:

Director

Head of Complaints & Service ImprovementA place to make a differenceLocation: Peterborough hybrid (ideally 3 days a week in the office with occasional travel to other offices for training and meetings).Salary: 64336 per annumPermanent 35 hours per week Monday Friday 9am to 5pmWith over 21000 homes ...

Head of Complaints & Service Improvement

A place to make a difference

Location: Peterborough hybrid (ideally 3 days a week in the office with occasional travel to other offices for training and meetings).

Salary: 64336 per annum

Permanent 35 hours per week Monday Friday 9am to 5pm

With over 21000 homes across the country were responsible for supporting thousands of customers and their families.

Were proud to build positive long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities theres a place for you at Accent.

About the role

To view/download the Head of Complaints & Service Improvement job description please click here.

Salary

About you

The essentials

Strong leadership and peoplemanagement skills with the ability to inspire support and drive team performance.
Proven experience leading a complaints service or similar customer resolution function.
Demonstrated ability to identify root causes of issues and implement effective changes to reduce recurrence.
Evidence of working collaboratively with stakeholders to complaints and improve customer outcomes.
Strong reportwriting skills with the ability to present insights clearly and persuasively.
A track record of delivering improvements in customer satisfaction through service enhancement and continuous improvement.

The desirables

Experience working within the housing sector.
Knowledge of property repairs and related service processes.
Previous experience implementing or managing complaintshandling systems.
Experience completing selfassessments against the Housing Ombudsmans Complaint Handling Code.
Experience writing shaping and influencing policy.

The successful applicant will be subject to preemployment checks such as DBS and social media screening before an offer is confirmed.

Head of Complaints & Service Improvement Interviews

We want your candidate experience to reflect who we are - a place to grow a place to thrive a place to be you.

We aim to make the process clear supportive and genuinely valuable a place where you feel informed and confident at every step.

A place to build a future

This is more than a job its a place where you can make an impact feel valued and be rewarded for what you do.

Were Committed to Inclusion

We believe diversity makes us stronger and were committed to creating a place where everyone feels valued respected and able to thrive.

Our recruitment process is designed to be accessible and inclusive and if you need any reasonable adjustments at any stage just let us know well make it happen.

Because this isnt just a workplace its a place to belong.

Please dont delay in submitting your application. Where roles are urgent or we receive a high volume of applications we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role please email:

Please note candidates must have current eligibility to live and work in the UK Accent do not currently hold a sponsorship license.

If youre looking for a place you can make a positive difference to society to our organisation and to your future apply now.

Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.

Required Experience:

Director