Head of Complaints & Service Improvement

Location:

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

Salary: £64,336 per annum

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

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.

We’re 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.

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

You’ll 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, you’ll help us become better every day. You’ll 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 high-performance culture where great service isn’t just delivered - it’s 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.

The spot salary for this post is £64,336 per annum for applicants who fully meet the requirements of the post. If you’re 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.

• Strong leadership and people‑management 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 report‑writing 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.

• Experience working within the housing sector.
• Knowledge of property repairs and related service processes.
• Previous experience implementing or managing complaints‑handling systems.
• Experience completing self‑assessments against the Housing Ombudsman’s Complaint Handling Code.
• Experience writing, shaping, and influencing policy.

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

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

A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.

Planned date: 3rd April via Teams.

You’ll deliver a presentation to the panel and have your final behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You’ll be asked to complete a Congruity Questionnaire in advance.

Planned date: 9th April at our…