Complaints & Resolution Caseworker

Location: Ealing / Hybrid

Salary: £34,957.00

Contract: 3-months fixed term, full-time, 35 hours per week, Monday to Friday

DBS Level: Basic

Do you want to make a meaningful impact by resolving customer complaints fairly and effectively? We’re looking for a skilled and proactive Complaints Caseworker to join our Customer Experience team. In this role, you’ll take ownership of customer complaints from start to finish, ensuring each case is handled fairly, impartially, and in line with regulatory standards.

You will carry out thorough investigations, manage communication with customers, and prepare high-quality written responses, including cases referred to the Housing Ombudsman Service. With a focus on problem-solving and collaboration, you’ll help us deliver a consistently excellent customer experience and support continuous learning across the organisation.

Key Responsibilities

• Provide excellent customer service through clear, empathetic communication via phone, correspondence, or face-to-face interactions
• Take full ownership of complaints, managing them from first contact through to closure
• Aim to resolve complaints at the earliest stage with well-planned, resolution-focused actions
• Acknowledge, investigate and respond to complaints within regulatory timeframes
• Keep customers regularly updated with clear, accurate progress updates
• Manage complex and ongoing complaints, ensuring fair and consistent decision-making
• Prepare detailed documentation for Stage 2 reviews and attend panel meetings when needed
• Draft high-quality written responses in line with regulatory complaint-handling expectations
• Process compensation payments in accordance with organisational standards
• Maintain accurate and comprehensive records on Dynamics (CRM)
• Build strong relationships across internal teams to ensure coordinated and responsive case resolution
• Work with customers, representatives, and partners to support excellent complaint management and improve organisational learning

More About You

• Educated to GCSE level (A*–C in Maths and English or equivalent)
• Experience managing complaints or similarly complex processes, ideally at a regulatory or senior level
• Proven experience handling complaints from first stage through to complex or regulatory responses
• Strong problem-solving skills with the ability to remain calm, impartial and professional
• Exceptional written and verbal communication skills
• Strong attention to detail and accuracy in documentation
• Ability to be assertive when necessary while maintaining professionalism and sensitivity
• Proven track record of providing excellent customer service
• Confident using Microsoft Office, Outlook, Word, Excel and CRM systems
• Experience working within a regulatory complaints environment
• Experience preparing detailed reports or formal written submissions

Choosing us is easy

This is an exciting opportunity to shape the future of our complaints service and help us achieve our ambition of being a sector-leading, award-winning function. If you’re motivated by quality, customer experience, and leading people to success, this could be the perfect role for you.

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
• Access to a wide range of staff discounts

Inclusion at A2Dominion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk

We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply - or get in touch with us to talk it through.

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Kate Jacobs. The role closes on 12th June 2026 and we reserve the right to close early upon appointment of the right candidate.