Purpose: 1. To impartially investigate, and resolve complaints received by Hexagon, in accordance with our internal policies, procedures, and regulatory obligations. 2. Ensure Hexagon meets its statutory obligations in handling complaints and that the Housing Ombudsman Complaint Handling Code is adhered to. 3. To embody our values of customer at the heart, appreciating difference, responsible and accountable, and empowering people. Principle Accountabilities: 1. Work effectively and efficiently with residents, colleagues, and contractors to manage, investigate, and resolve complaints, ensuring that all organisational requirements and deadlines are met. 2. Consistently and impartially apply Hexagon’s complaints policies and procedures, and maintain comprehensive knowledge of Hexagon’s other internal policies and procedures, as well as industry guidance and best practices as required to investigate and resolve complaints. Exercise good judgement and reliably seek advice from senior colleagues in cases of uncertainty. 3. Independently manage own caseload, maintaining a clear understanding of the current status of all assigned cases, what steps need to be taken to resolve each case, and regularly communicating with others in the Complaints team, colleagues across Hexagon, and with the residents involved. 4. Be responsible for effective time management, balancing and prioritising an unpredictable workload to ensuring that complaint responses and updates are provided within agreed time frames. 5. Communicate clearly, reliably, accurately, and professionally with residents and colleagues. 6. Maintain clear and accurate records, notes, and case files for all cases, ensuring all systems are up-to-date and accurate. 7. Work flexibly as part of a team, supporting colleagues where necessary, learning from one another, and helping the team to improve its ways of working. 8. Collaborate with colleagues in other teams to investigate and resolve complaints, to ensure that any follow up actions are completed as agreed, and to support them to implement the lessons learned from complaint to improve our services. 9. Organise and attend meetings with residents, colleagues, or contractors, as required to resolve complaints or achieve service improvements. 10. Keep the Senior Complaints Officer and Data Quality and Performance Manager regularly appraised of developments with complaints, risk profile, highlighting serious cases at the earliest opportunity. 11. Act always in accordance with Hexagon’s published policies and procedures, and otherwise maintain high standards of professionalism. 12. Take responsibility for self-development, attending training, supervision, appraisals, team meetings and staff conferences as required. 13. Carry out all other duties as may be reasonably be assigned.