Property Complaints Manager

Property Complaints Manager Location: Hybrid role with an Ealing office Working hours: 35 hours per week (9am-5pm Monday-Friday) Salary: £53,789.00 per annum Contract: 8 months 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 shared ownership. Role overview -Manage, develop and motivate the complaints and resolution service to ensureexcellent customer experience in line with business requirements. -To be seen as a Subject Matter Expert for technical opinions and contribution. -Promote a culture of service excellence with a view to achieving andmaintaining a sector leading, award winning status within the complaintsservice. -To act as the escalation point for the complaints and resolution caseworkers,with particular focus on complex or business significant complaints. Key responsibilities: -To apply specialist experience and technical knowledge across the team todrive operational performance. -To lead by example to create and maintain a culture that supports highperformance, empowerment, accountability and professionalism at all levels. -To provide training, coaching and guidance to members of the team to developtheir technical expertise. -To build and maintain mutually beneficial trust based internal and externalrelationships with key Stakeholders which will lead to long term partnerships. -To act as a role model to encourage open and constructive relationships andmentor others to build effective internal and external relationships. -To use depth and breadth of knowledge and expertise to make recommendationsfor improvements to processes, services and operational issues with a focus onadding value, and improving quality and customer service. -Ensure the team take ownership of a complaint from start to closure, ensuringthat the customer is regularly kept informed of progress -Develop Individual Training Plans for each team member to ensure they have theskills and attitudes required of the role. -Organise cover to ensure that there is always sufficient resources to providean effective service. About you: -Must be able to commute to the Ealing office -Educated to GCSE level or equivalent in Math's and English (Grades A C) -Experience of administering a complaints or similarly complex process andco-ordination of complaint handling or a comparable process at Board/DirectorLevel -Experience of resolving complex multi-faceted complaints -Proven track record of delivering exceptional Customer Service -Excellent verbal and written communication and interpersonal skills -Ability to manage a high performing team, setting goals and clear objectives -Confident and proactive approach to problem-solving ensuring matters areswiftly and satisfactorily resolved -Ability to be assertive where necessary, saying no when appropriate whilstalways remaining calm, professional and sensitive. -Good working knowledge and experience of IT packages/software (MicrosoftOffice, outlook, Word, Excel, CRM system) to maximise own efficiency andeffectiveness 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, we reserve the right to close thisrole upon appointment of a successful candidate.

Location: Ealing,London, GB

Posted Date: 9/7/2025