Complaints Escalation Specialist

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Direct message the job poster from A2Dominion Group

Contract Opportunity: Complaints Escalation Specialist

Location: Hybrid – Remote + Ealing (Thursdays)

Start: ASAP

Duration: 6 weeks

Rate: Competitive

At A2Dominion, we understand that how we respond to complaints reflects who we are. We’re looking for experienced professionals who can bring sound judgement, strong communication, and a calm, confident approach to resolving complex Stage 2 complaints.

This is a role with real autonomy — ideal for someone who’s comfortable navigating complexity, influencing across teams, and making decisions that balance fairness, accountability, and customer care.

What You’ll Be Doing

• Managing Stage 2 complaints from first contact through to resolution
• Investigating across departments and systems to build a full picture
• Writing clear, fair, and customer-focused responses
• Working with colleagues to ensure timely, proportionate outcomes
• Supporting future learning and improvement through insight and reflection

What You Bring

• Experience resolving stage 2 complaints within social housing
• Strong written and verbal communication skills
• Confidence to work independently and influence internal stakeholders
• A calm, solutions-focused mindset with a strong sense of accountability
• Proficiency in Microsoft Office and CRM systems ideally (e.g. Dynamics)

Why This Role Matters

You’ll be stepping into a trusted role where your decisions and communication shape the customer experience. You won’t be managing people — but you’ll be expected to manage complexity, relationships, and outcomes with professionalism and care.

Inclusive & Supportive Culture

At A2Dominion, we value fresh ideas and diverse perspectives and we welcome applications from all backgrounds and encourage anyone excited by the role to apply.

We are a Disability Confident Employer and committed to making reasonable adjustments to support you throughout the recruitment process. At A2Dominion, we embrace diversity and inclusivity – everyone belongs here.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Quality Assurance

• Industries

  Non-profit Organizations and Real Estate

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