Complaints Improvement Lead - Interim

• Contract Duration: 6 months
• Daily Rate: £450 (inside IR35 via umbrella)
• Location: Hybrid (2 days in Bedford office, 3 days from home)

We are seeking a Complaints Improvement Lead to join our team based in Bedford. This role is focused on developing new processes for handling complaints, utilising existing complaints to test and refine these processes, and designing template letters and reporting mechanisms. This position offers a fantastic opportunity to play a key role in enhancing the complaints handling and oversight across our services.

• Lead the development and mobilisation of a short to medium-term complaints improvement plan.
• Set up oversight mechanisms across both internal and external delivery partners.
• Drive improvements in internal complaints processes.
• Integrate complaints data into the broader customer voice framework.
• Create and support the delivery of complaint handling improvement training materials for internal staff.

• Strong background in complaints handling and oversight.
• Knowledge of regulatory frameworks and best practices in complaints management.
• Proven experience working with delivery partners or commissioned services.
• Skilled in designing and embedding complaints handling policies and procedures.
• Excellent stakeholder management abilities.
• Preferably with an understanding of financial services or experience in regulated environments.

• Opportunity to work in a dynamic organisation focused on helping people across the UK.
• Modern, recently renovated office environment.
• Hybrid working arrangement allowing flexibility.

If you have the necessary skill set please apply online today!