Complaints Investigation Officer, Hexagon

HEXAGON£34,411 - £38,236 per annumFull-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. 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 in a demanding, high volume customer-facing context.Experience of handling, investigating, or resolving complaints or otherwise responding to feedback from customers.Excellent written & 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. We welcome applications from excellent customer service professionals who have not previously worked in the housing sector.For further details and how to apply, please visit our website via the apply button.No agencies.Closing date: Monday 26 August 2024.Interviews will be held in person on Thursday 5 September 2024.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.
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