At a Glance
- Tasks: Lead investigations into complex complaints and drive positive outcomes for residents.
- Company: Hexagon, a dynamic housing association dedicated to improving affordable homes.
- Benefits: Flexible hybrid working, 26-31 days annual leave, private medical insurance, and pension scheme.
- Other info: Join a diverse team committed to inclusivity and employee engagement.
- Why this job: Make a real difference in residents' lives while growing your career in a supportive environment.
- Qualifications: Experience in complaints investigation, strong communication skills, and IT proficiency.
The predicted salary is between 24098 - 29453 £ per year.
Hexagon is an innovative and responsive housing association working in partnership with a range of local authorities to meet housing needs across Southeast London. With a turnover of £40m, 120 staff and over 4,000 homes, Hexagon is continually improving the quality and range of our affordable homes and services.
We are looking for an outstanding individual who will strive to help us provide the best service to our residents by learning from complaints and contributing to positive outcomes. You will lead the investigation and resolution of Stage 2 and other complex complaints ensuring we meet our statutory and regulatory obligations, maintain the quality of complaint handling across the organisation through coaching and quality assurance and assist services to resolve issues and promote shared learning leading to service improvements.
Our ideal candidate will have:
- A proven background of working in a complaints investigation team in a regulated environment.
- Excellent written & verbal communication skills, with the ability to challenge, influence and persuade others.
- Excellent IT skills, familiarity with MS Office (Word, Excel) and demonstrated ability to quickly learn and adapt to new systems.
- An understanding of the Housing Ombudsman Complaint Handling Code.
- A positive, can-do attitude with commitment to providing excellent customer service.
- An awareness of the challenges facing housing associations and their residents is desirable but not essential.
This role presents a brilliant opportunity to further your career with a dynamic company that is committed to employee engagement, values its staff and provides a work environment that is built on flexibility, empowerment, and a commitment to support you to be the best that you possibly can.
If you want to work with a fantastic team and feel proud of the contribution that you make each day, then we very much want to hear from you. We will offer you training and supervision to help you achieve your full potential, and an excellent package including pension scheme with 3 x life assurance, private medical insurance, flexible hybrid working (minimum expectation is 2 days per week office based), and 26 days annual leave rising one day per year to 31 days.
For further details and how to apply, please visit our website using the link below.
Closing Date: Thursday 3rd September - 12 noon. Interviews will be held in person on Tuesday 15th September 2026.
We are committed to building a diverse workforce and making Hexagon an inclusive place to work where everyone can be themselves and feel valued for their contribution.
Accessibility and Adjustments: We are committed to providing reasonable adjustments throughout the recruitment process to ensure inclusivity. If you have any specific requirements, please contact us.
Senior Complaints Investigator employer: Hexagon Housing Association
Hexagon Housing Association is an exceptional employer, recognised for its commitment to employee well-being and professional growth. With a hybrid working model, generous leave policies, and a supportive work culture, employees are empowered to thrive while making a meaningful impact in the community through affordable housing initiatives in Southeast London.
Contact Details:
Hexagon Housing Association Recruitment Team
