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- Tasks: Lead and improve complaints management to enhance customer service.
- Company: Hexagon, a dynamic housing association in South East London.
- Benefits: Competitive salary, private medical insurance, flexible working, and 26-31 days annual leave.
- Why this job: Make a real impact on customer experience and drive positive change.
- Qualifications: Experience in complaints management and strong communication skills required.
- Other info: Join a Great Place to Work accredited company with excellent career growth opportunities.
The predicted salary is between 45000 - 52000 £ per year.
£52,066 - £58,577 per annum, dependent on experience
Full-time – 35 hours per week
South East London - Hybrid
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.
As an organisation we are concerned with people, their homes, and communities. We make good quality, affordable housing, and services available to people in the local areas we serve, and work to extend opportunities and improve the neighbourhoods they live in.
To advance our commitment to delivering excellent customer service we have created the new role of Complaints Manager. This role will set the strategic direction for complaints management, leading on driving excellence in how we respond to and learn from complaints across the organisation. You will drive transformational change ensuring we exceed the standard set by the Housing Ombudsman’s Complaints Handling Code and sector best practice.
This is a unique opportunity to make a positive difference for our customers by influencing change across the Organisation and driving service improvement.
With a proven background of leading and developing a team, our ideal candidate will also have:
- Significant experience of working in complaints management ideally within the social housing sector.
- Strong understanding of the Housing Ombudsman Complaint Handling Code.
- Excellent written & verbal communication skills, with ability to communicate empathetically with customers, 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.
- Strong analytical skills with experience in identifying trends and driving service improvements.
- CIH Level 4 or willingness to undertake this qualification.
- Knowledge of social housing consumer regulation and tenant satisfaction measures is desirable but not essential.
This role presents a brilliant opportunity to further your career with a dynamic Great Place to Work accredited company with IIP Gold, 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 private medical insurance, pension scheme with 3 x salary life assurance, 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 at via the apply button. No agencies.
Closing date: Monday 6 April 2026.
Interviews will be held in person on Tuesday 14 April 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 recruitment@hexagon.org.uk
Complaints Manager employer: Hexagon
Contact Detail:
Hexagon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Manager
✨Tip Number 1
Network like a pro! Reach out to people in the housing sector, especially those who work at Hexagon or similar organisations. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by researching common complaints management scenarios. Think about how you'd handle them and be ready to share your experiences. This shows you're not just a fit on paper but also in practice!
✨Tip Number 3
Show off your analytical skills! Be prepared to discuss how you've identified trends in complaints before and what changes you implemented. This will demonstrate your ability to drive service improvements effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team at Hexagon.
We think you need these skills to ace Complaints Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Complaints Manager role. Highlight your experience in complaints management and how it aligns with our mission at Hexagon. We want to see how you can make a positive impact!
Showcase Your Communication Skills: Since excellent written and verbal communication is key for this role, use your application to demonstrate these skills. Be clear, concise, and empathetic in your writing. Remember, we’re looking for someone who can connect with our customers!
Highlight Relevant Experience: Don’t forget to mention any specific experience you have with the Housing Ombudsman’s Complaints Handling Code or similar frameworks. We value candidates who understand the ins and outs of complaints management in the social housing sector.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our fantastic company culture!
How to prepare for a job interview at Hexagon
✨Know Your Stuff
Make sure you’re well-versed in the Housing Ombudsman’s Complaints Handling Code. Brush up on the key principles and be ready to discuss how you would apply them in real scenarios. This shows you’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your Empathy
As a Complaints Manager, your ability to communicate empathetically is crucial. Prepare examples of how you've handled difficult situations in the past, focusing on how you listened to customers and resolved their issues. This will demonstrate your people skills and commitment to excellent customer service.
✨Data-Driven Mindset
Highlight your analytical skills by discussing how you’ve identified trends from complaints data in previous roles. Be ready to explain how you used this information to drive service improvements. This will show that you can not only manage complaints but also use them as a tool for positive change.
✨Be Ready to Discuss Team Leadership
Since leading a team is part of the role, prepare to talk about your leadership style and experiences. Think of specific instances where you motivated your team or implemented changes that improved performance. This will help the interviewers see you as a strong candidate who can lead and inspire others.