Senior Complaints Investigator

About this role

Senior Complaints Investigator

£43,481 - £48,314 (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.

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 a complaints investigation team in a regulated environment.
• Excellent written & verbal communication skills, with 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 at www.hexagon.org.uk. No agencies

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 recruitment@hexagon.org.uk

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