Interim Head of Complaints

The Opportunity: Avalon is seeking an influential, strategic Head of Complaints for a 2-3 month interim assignment. Operating on a hybrid working basis, this role requires occasional travel across UK sites, providing regular support to operations teams in Liverpool and London. This is a hybrid post, with one site as your main hub and travel paid to the alternative. In this critical leadership post, you will serve as the strategic lead for complaint resolution across the housing group, driving full compliance with the Housing Ombudsman Complaint Handling Code and relevant Tenant Satisfaction Measures. You will own the strategic relationship with the Housing Ombudsman, lead a multi-site casework operation, and foster a culture of collective responsibility, empathy, and continuous service improvement. Key Duties for the Head of Complaints: Act as the strategic lead for complaint resolution, delivering an empathetic, customer-first service that rebuilds trust and drives high satisfaction. Ensure total organisational compliance with the Housing Ombudsman Complaint Handling Code and associated regulatory standards. Own and manage the relationship with the Housing Ombudsman, ensuring prompt, high-quality responses to determinations and executing required learning actions. Lead, inspire, and develop the Complaints Function, setting performance targets, conducting quality assurance audits, and utilising root cause analysis to eliminate systemic underperformance. Maintain and update ..... full job details .....