Are You a Complaints Handling Expert Ready to Make a Real Impact? Goodman Masson are on the lookout for highly experienced Complaints interim to join an exciting and fast-paced London based Housing Association as part of a dedicated task force tackling customer complaints. This isn't your typical complaints officer role - it's a chance to bring your expertise, leadership, and passion for exceptional customer care to the forefront during a period of transformative change. The Opportunity You'll take ownership of a diverse caseload, investigating and resolving complaints with precision, professionalism, and empathy. More than just fixing issues, you'll demonstrate what outstanding complaint handling looks like, setting new standards and inspiring the wider team. This is all happening within a dynamic environment as the organisation undergoes significant changes, including the creation of a new centralised complaints function. With a Housing Ombudsman P49 investigation in progress, your expertise will be critical to success. What We're Looking For To thrive in this role, you'll need to be: A Seasoned Professional : You've held senior roles in complaints handling, ideally within the social housing sector, and understand the expectations of the Housing Ombudsman. Autonomous and Resilient : Confident working independently in a high-pressure setting, you're proactive, solutions-focused, and accountable. A Standard Setter : You push for excellence in every aspect of your work, setting the bar high for customer care and complaint resolution. Adaptable : Comfortable navigating a changing landscape with new processes and ways of working being introduced regularly. A Collaborative Mentor : You willingly share your expertise, providing constructive feedback and best practices to elevate the team. A Skilled Communicator : At ease escalating issues and liaising with senior leaders when necessary. The Assignment Start Date : Immediate - ideally the first week of February. Duration : initial 3 months, with long-term extensions. Location : Primarily remote, with initial training in the office. All equipment will be provided. Pay : £200 - £300 a day This is a chance to be part of something bigger than just resolving complaints - you'll be shaping the future of customer care standards while driving meaningful change. If this role is of interest, please email over your CV to In our company values we aim for equity at all stages of the recruitment process, please let us know if we can do anything to make the process more accessible to you.