At a Glance
- Tasks: Help customers resolve issues and prevent complaints in a proactive role.
- Company: Join A2Dominion, a not-for-profit housing provider with a social purpose.
- Benefits: Enjoy 25 days holiday, pension contributions, and a wellbeing allowance.
- Other info: Flexible working, inclusive culture, and opportunities for career growth.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: GCSEs in Maths and English, plus 2 years in customer service.
The predicted salary is between 31397 - 35000 £ per year.
Location: Ealing – Hybrid Working
Salary: £31,397 - £35,000
Type: Fixed Term Contract - 11 Months
Hours: 35 hours a week – Monday to Friday
DBS Level: Basic
About the Role
We are looking for a proactive and customer-focused Service Recovery Caseworker to join our Service Recovery team. In this vital role, you will be responsible for identifying cases where customers have made high levels of contact, assessing the risk of service failure, and working closely with service areas to address concerns before they escalate into formal complaints. You will take full ownership of each case, using your analytical skills and customer service expertise to deliver a high-quality experience that helps restore confidence and prevent dissatisfaction.
Key Responsibilities
- Review high volumes of customer contact across all channels, considering previous enquiries, actions taken, and customer vulnerabilities.
- Triage customer cases using Service Recovery principles to help realign service delivery and prevent escalation.
- Provide excellent customer service via correspondence, phone, or in person, ensuring timely and customer-friendly communication.
- Resolve issues at the first point of contact wherever possible.
- Work collaboratively and professionally with service areas, stakeholders, and customers while demonstrating our Behaviours for Success.
- Identify when cases need escalation to reduce risk and ensure SLAs are met.
- Maintain accurate case notes using Dynamics and demonstrate strong working knowledge of relevant systems.
- Monitor and track case progress from initial triage through to resolution, including coordination of stakeholder meetings.
- Record lessons learned to support ongoing service improvement.
- Respond promptly to internal and external queries, managing the team mailbox and liaising with relevant teams and third parties.
More About You
- Educated to GCSE level (A*–C in Maths and English) or equivalent.
- Minimum 2 years' experience in customer service preferably within Social housing or property management.
- Knowledge of organisational policies, repair obligations, and safeguarding referrals.
- Experience working within a regulatory environment.
- Strong problem-solving and influencing skills.
- Proven track record of delivering exceptional customer service.
- Excellent communication and interpersonal skills.
- High attention to detail and a results-driven approach.
- Ability to remain calm, professional, and assertive when required.
- Strong IT skills, including Microsoft Office, Outlook, Word, Excel, and CRM systems.
About Us
A2Dominion is more than a housing provider. We are a not‑for‑profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.
Choosing Us Is Easy
As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:
- 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
- Up to 8% contributory pension
- A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
- Access to a wide range of staff discounts
Diversity & Inclusion
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 hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please 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.
Becci Zapala is managing this vacancy – Becci.zapala@a2dominion.co.uk
Service Recovery Caseworker employer: A2 Dominion Group
A2Dominion is an exceptional employer that prioritises meaningful work and employee well-being, offering a supportive hybrid working environment in Ealing. With generous benefits such as 25 days of holiday, a contributory pension scheme, and a wellbeing allowance, employees are encouraged to thrive both personally and professionally. The company fosters a culture of inclusivity and growth, making it an ideal place for those looking to make a positive impact in the community while developing their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Recovery Caseworker
✨Tip Number 1
Get to know the company inside out! Research A2Dominion's values, mission, and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service scenarios! Think about how you'd handle tricky situations or complaints. Being able to demonstrate your problem-solving skills and calmness under pressure will really impress the interviewers.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing that job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining A2Dominion and making a difference in the community.
We think you need these skills to ace Service Recovery Caseworker
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Recovery Caseworker role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and resolve issues effectively, so don’t hold back on sharing your success stories!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be good to go!
How to prepare for a job interview at A2 Dominion Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Service Recovery Caseworker. Familiarise yourself with service recovery principles and think about how your previous customer service experience aligns with the responsibilities outlined in the job description.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past work where you've successfully resolved customer issues. Highlight your analytical skills and how you triaged cases to prevent escalation. This will demonstrate your ability to handle high volumes of customer contact effectively.
✨Communicate Clearly
During the interview, practice clear and concise communication. Since the role involves liaising with various stakeholders, showing that you can articulate your thoughts well will be crucial. Don’t forget to ask questions to show your interest in the role and the company!
✨Emphasise Teamwork
The job requires collaboration with different service areas, so be ready to discuss your experience working in teams. Share specific instances where you worked with others to achieve a common goal, as this will highlight your ability to fit into their team-oriented culture.
