At a Glance
- Tasks: Take ownership of complaints, investigate issues, and produce clear responses.
- Company: Join a customer-focused organisation dedicated to resolving complex issues.
- Benefits: Enjoy 25 days holiday, pension contributions, and health benefits.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real difference by improving services and outcomes for customers.
- Qualifications: Experience in managing complaints and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Role Overview
Do you enjoy getting to the heart of complex issues and finding fair, practical solutions?
Join us as a Complaints Caseworker and play a key role in delivering a high-quality complaints service that puts customers at the centre of every decision.
In this varied role, you'll take ownership of complaints from start to finish. You'll carry out thorough investigations, gather evidence and produce clear, well‑reasoned responses.
You will work closely with colleagues across the organisation to resolve complex issues fairly, build strong relationships and ensure complaints are managed in line with regulatory requirements and agreed timescales.
You will also support cases referred to the Housing Ombudsman Service and help identify learning opportunities that improve services and deliver better outcomes for our customers.
Responsibilities
- Take ownership of complaints from start to finish.
- Carry out thorough investigations and gather evidence.
- Produce clear, well‑reasoned written responses.
- Work closely with colleagues across the organisation to resolve complex issues fairly.
- Build strong relationships and manage complaints in line with regulatory requirements and agreed timescales.
- Support cases referred to the Housing Ombudsman Service.
- Identify learning opportunities to improve services and outcomes.
Qualifications
- Basic DBS check is required.
- Experience managing complaints or other complex casework within a customer‑focused or regulated environment.
- Experience investigating cases and producing high‑quality written responses.
- Strong problem‑solving skills with the ability to make balanced and well‑informed decisions.
- Excellent written and verbal communication skills.
- Ability to manage a varied workload, prioritise effectively, and meet regulatory deadlines.
- Great attention to detail and ability to maintain accurate records and case notes.
- Confident building relationships and working collaboratively across multiple teams.
- Ability to remain calm and professional when handling sensitive or challenging situations.
- Good working knowledge of Microsoft Office and CRM or case management systems.
- GCSEs (or equivalent) in Maths and English (Grades A‑C).
Benefits
- 25 days' holiday (plus bank holidays), increasing up to 28 days with 3 years of service.
- Up to 8% contributory pension.
- Up to £300 annual allowance for use towards health and lifestyle benefits for you and your family.
- Access to a wide range of staff discounts.
- #J-18808-Ljbffr
Complaints Caseworker employer: A2Dominion Group
Pyramid Plus is an exceptional employer, offering a dynamic work environment in Ealing where you can make a real impact in the community through your role as a Building Maintenance Supervisor. With a strong commitment to employee growth, we provide extensive training opportunities, a supportive team culture, and generous benefits including 25 days of annual leave, a company van, and volunteering leave, ensuring that our employees feel valued and empowered in their careers.
