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- Tasks: Investigate and resolve complaints, ensuring customer satisfaction and timely responses.
- Company: A2Dominion is a UK housing association providing homes people love across London and southern England.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive, inclusive workplace culture.
- Why this job: Make a real impact by helping residents and enhancing their living experiences.
- Qualifications: GCSEs in Maths and English, proven customer service skills, and complaint management experience required.
- Other info: Join a family-friendly employer that values diversity and inclusivity.
The predicted salary is between 28000 - 39000 £ per year.
Join to apply for the Complaints & Resolution Caseworker role at A2Dominion Group
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Join to apply for the Complaints & Resolution Caseworker role at A2Dominion Group
Complaints Investigator
Location: Hybrid role with an Ealing office
Working hours: 35 hours per week (9am-5pm Monday–Friday)
Salary: £34,975 per annum
Contract: 6 months Fixed Term Contract
This role requires a Basic DBS check
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well ashomesfor sale and shared ownership.
Complaints Investigator
Location: Hybrid role with an Ealing office
Working hours: 35 hours per week (9am-5pm Monday–Friday)
Salary: £34,975 per annum
Contract: 6 months Fixed Term Contract
This role requires a Basic DBS check
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well ashomesfor sale and shared ownership.
Role Overview
As Complaints Investigator, you will be responsible for investigating and resolving
Stage 1 Complaints
in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service.
Key Responsibilities
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
- Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
- Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
- Keep accurate notes on CRM of all customer contact and details in relation to the complaint.
- Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers.
- Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
About You
- Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
- Proven track record of delivering exceptional Customer Service
- Experience dealing with stage 1 complaints essential
- Experience of managing complaints from the first stage to through to the more complex regulatory responses
- Intermediate MS Office skills and willingness to learn new systems
- Confident approach to problem-solving ensuring matters is swiftly and satisfactorily resolved
- Excellent verbal and written communication and interpersonal skills
Application process
Please attach a tailored CV for this role, ensuring it highlights relevant experience and provides explanations for any employment gaps.
Meeting The Role Requirements
We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk
A2Dominion are proud to be a family friendly employer
Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us. Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
Closing date for this role is 23rd July 2025, we reserve the right to close this role upon appointment of a successful candidate.
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Complaints & Resolution Caseworker employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Resolution Caseworker
✨Tip Number 1
Familiarise yourself with the regulatory framework surrounding complaints handling in housing associations. Understanding the guidelines will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former employees of A2Dominion Group on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare for potential scenario-based questions by thinking through how you would handle specific complaints. This will showcase your problem-solving skills and ability to manage difficult situations effectively.
✨Tip Number 4
Research A2Dominion's recent initiatives or projects related to customer service and complaints resolution. Being knowledgeable about their current focus areas will help you stand out as a candidate who is genuinely interested in the organisation.
We think you need these skills to ace Complaints & Resolution Caseworker
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is specifically tailored for the Complaints & Resolution Caseworker role. Highlight relevant experience, especially in handling complaints and customer service, and explain any employment gaps clearly.
Craft a Strong Cover Letter: Write a compelling cover letter that outlines your motivation for applying to A2Dominion Group. Emphasise your understanding of complaint resolution processes and your commitment to providing excellent customer service.
Showcase Communication Skills: Since the role requires excellent verbal and written communication skills, provide examples in your application that demonstrate your ability to communicate effectively with customers and colleagues.
Highlight Problem-Solving Abilities: In your application, include specific instances where you successfully resolved complaints or issues. This will showcase your problem-solving skills and your ability to handle complex situations.
How to prepare for a job interview at A2Dominion Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities of a Complaints & Resolution Caseworker. Familiarise yourself with the regulatory timescales and the importance of customer service in complaint handling.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you successfully resolved complaints or provided exceptional customer service. Be ready to discuss these examples during the interview to demonstrate your skills and problem-solving abilities.
✨Showcase Your Communication Skills
As this role requires excellent verbal and written communication, practice articulating your thoughts clearly. You might be asked to provide a written response or explain how you would handle a difficult situation, so be prepared to showcase your communication prowess.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the challenges faced by the Complaints & Resolution team. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
