At a Glance
- Tasks: Manage and resolve complex Stage 2 complaints with autonomy and professionalism.
- Company: A2Dominion is a forward-thinking organisation committed to customer care and inclusivity.
- Benefits: Enjoy a hybrid work model, competitive pay, and a supportive culture.
- Other info: We welcome applicants from all backgrounds and are committed to supporting your journey.
- Why this job: Make a real impact on customer experiences while working in a diverse and inclusive environment.
- Qualifications: Experience in resolving Stage 2 complaints and strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
3 days ago Be among the first 25 applicants 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
Complaints Escalation Specialist employer: A2Dominion Group
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StudySmarter Expert Advice🤫
We think this is how you could land Complaints Escalation Specialist
✨Tip Number 1
Familiarise yourself with the common types of Stage 2 complaints in social housing. Understanding the nuances and typical issues faced can help you demonstrate your expertise during discussions or interviews.
✨Tip Number 2
Practice articulating your problem-solving approach. Be ready to share specific examples of how you've successfully resolved complex complaints in the past, highlighting your calm and solutions-focused mindset.
✨Tip Number 3
Network with professionals in the social housing sector. Engaging with others in the field can provide insights into the role and may even lead to referrals or recommendations for the position.
✨Tip Number 4
Showcase your communication skills in every interaction. Whether it's through emails or during networking events, clear and effective communication is key to demonstrating your fit for this role.
We think you need these skills to ace Complaints Escalation Specialist
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in resolving Stage 2 complaints, particularly within social housing. Use specific examples that demonstrate your strong communication skills and ability to work independently.
Craft a Compelling Cover Letter:Write a cover letter that showcases your calm, solutions-focused mindset. Explain how your previous experiences have prepared you for managing complex complaints and influencing internal stakeholders.
Showcase Relevant Skills:In your application, emphasise your proficiency in Microsoft Office and CRM systems, such as Dynamics. Mention any relevant training or certifications that support your ability to handle complaints effectively.
Demonstrate Understanding of the Role:Research A2Dominion and their approach to customer care. In your application, reflect on their values and how you can contribute to their inclusive and supportive culture, particularly in managing relationships and outcomes.
How to prepare for a job interview at A2Dominion Group
✨Showcase Your Experience
Be prepared to discuss your previous experience with Stage 2 complaints in social housing. Highlight specific examples where you successfully resolved complex issues, demonstrating your sound judgement and communication skills.
✨Demonstrate Calmness Under Pressure
Since the role requires a calm and solutions-focused mindset, think of scenarios where you managed difficult situations effectively. Share how you maintained composure while influencing stakeholders and achieving positive outcomes.
✨Prepare for Scenario Questions
Expect questions that assess your ability to navigate complexity and make fair decisions. Practice responding to hypothetical complaints scenarios, focusing on your thought process and the steps you would take to resolve them.
✨Familiarise Yourself with Their Values
Research A2Dominion's culture and values, especially their commitment to inclusivity and support. Be ready to discuss how your personal values align with theirs and how you can contribute to their mission of enhancing customer experience.
