This Vacancy has closed.

Complaints Investigation Officer

  • Employer: Hexagon Housing
  • Reference: HH/23/253762
  • Published: Wed 06/09/2023, 14:06 PM
  • Closing on: Thu 21/09/2023, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 35 hours per week
  • Salary: £32,772 - £36,415 per annum
  • DBS Check: No
  • Location: Sydenham, SE26, Bromley, Lewisham, Southwark

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Complaints Investigation Officer

About Us:

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.

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. Reporting to the Senior Complaints Investigation Officer, you will independently manage a caseload of complaints ensuring we meet our statutory and regulatory obligations, assist services to resolve issues and promote shared learning leading to service improvements.

Our ideal candidate will have:

  • A proven background of working a demanding, high volume customer facing context.
  • Experience of handling, investigating, or resolving complaints or otherwise responding to feedback from customers.
  • Excellent written and verbal communication skills.
  • Excellent IT skills, familiarity with MS Office (Word, Excel) and demonstrated ability to quickly learn and adapt to new systems.
  • A ‘can do’ attitude to overcoming challenges and resolving problems.
  • A professional, organised and methodical approach to work.

An awareness of the challenges facing housing associations and their residents and understanding of the Housing Ombudsman Complaint Handling Code are 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, flexible hybrid working, 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   No agencies

Interviews will be held on Thursday 5 October 2023.

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.