Complaints Manager

Please apply online via the link provided.

Complaints Manager

£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 to apply, please click on the apply option above. 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