Complaints & Resolution Caseworkers

Complaints Investigator Location: Hybrid role with an Ealing office Working hours: 35 hours per week (9am-5pm Monday-Friday) Salary: £34,975.00 per annum Contract: 8 month fixed term contract This role requires a Basic DBS check About A2Dominion We are a UK housing association committed to a new vision - providing homespeople love to live in. With over 38,000 homes in management across Londonand southern England, we provide a wide range of homes for social, affordable,and private rent, specialist services, as well ashomesfor sale and sharedownership. Role overview As Complaints Investigator, you will be responsible for investigating andresolving Stage 1 Complaints in a fair and impartial manner. With asound understanding of the regulatory timescales and deadlines associated withcomplex complaint resolution, you will be required to take case ownership andconduct a comprehensive investigation using all available information anddocumentation. Duties extend to dealing with all cases that are referred to theHousing Ombudsman Service. Key responsibilities: -Take ownership of a complaint from start to closure, ensuring that thecustomer is regularly kept informed of progress. -Ensure complaints are responded to in a timely and customer friendly wayconsidering the needs of the individual residents. -Provide high level written responses in line with the understanding of aregulatory approach to complaint handling. -Keep accurate notes on CRM of all customer contact and details in relation tothe complaint. -Maximise partnership-working and collaboration between all departments toprovide a responsive and coordinated service to customers. -Provide excellent customer service when interacting with complainants eitherin the form of correspondence, phone or at the office, adhering to our servicestandards and meeting the diverse needs of the customer. About you: -Must be able to commute to Ealing -Educated to GCSE level or equivalent in Math's andEnglish (Grades A C) -Proven track record of delivering exceptional Customer Service -Experience dealing with stage 1 complaints essential -Experience of managing complaints from the first stage to through to the morecomplex regulatory responses -Intermediate MS Office skills and willingness to learn new systems -Confident approach to problem-solving ensuring matters is swiftly andsatisfactorily resolved -Excellent verbal and written communication and interpersonal skills Application process Please attach a tailored CV for this role, ensuring it highlights relevantexperience and provides explanations for any employment gaps. Meeting the role requirements We recognise that some females will only apply for a role if they meet 100% ofrole requirements. If this sounds like you, we'd still encourage you to applyand also to arrange a call with one of our Resourcing Team to discuss yourapplication further at resourcing@a2dominion.co.uk A2Dominion are proud to be a family friendly employer Everyone is welcome at A2Dominion Group. We know that equality, diversity, andinclusivity make us better. We embrace the unique contributions of our peopleand seek to create a workplace where everyone feels like they belong. Find outwhy our people love working with us. Join us at A2Dominion, where yourexpertise will be integral to our recovery journey, creating lasting positivechanges in the lives of our customers. If you possess the right motivation anddrive to contribute to our recovery and change initiatives, we invite you toapply and be a crucial part of our team. Closing date for this role is 11 September 2025, we reserve the right to closethis role upon appointment of a successful candidate.

Location: Ealing,London, GB

Posted Date: 9/7/2025