Complaints & Resolution Caseworker

Hours: Full Time – 35 hours per week – Monday to Friday

Make a Meaningful Impact by Resolving Customer Complaints Fairly and Effectively!

We are looking for a skilled and proactive Complaints Caseworker to join our Customer Experience team. In this role, you’ll take ownership of customer complaints from start to finish, ensuring each case is handled fairly, impartially, and in line with regulatory standards.

You will carry out thorough investigations, manage communication with customers, and prepare high‑quality written responses — including cases referred to the Housing Ombudsman Service. With a focus on problem‑solving and collaboration, you’ll help us deliver a consistently excellent customer experience and support continuous learning across the organisation.

Key Responsibilities

• Provide excellent customer service through clear, empathetic communication via phone, correspondence, or face‑to‑face interactions.
• Take full ownership of complaints, managing them from first contact through to closure.
• Aim to resolve complaints at the earliest stage with well‑planned, resolution‑focused actions.
• Acknowledge, investigate and respond to complaints within regulatory timeframes.
• Keep customers regularly updated with clear, accurate progress updates.
• Manage complex and ongoing complaints, ensuring fair and consistent decision‑making.
• Prepare detailed documentation for Stage 2 reviews and attend panel meetings when needed.
• Draft high‑quality written responses in line with regulatory complaint‑handling expectations.
• Process compensation payments in accordance with organisational standards.
• Maintain accurate and comprehensive records on Dynamics (CRM).
• Build strong relationships across internal teams to ensure coordinated and responsive case resolution.
• Work with customers, representatives, and partners to support excellent complaint management and improve organisational learning.

More About You

• Educated to GCSE level (A*–C in Maths and English or equivalent).
• Experience managing complaints or similarly complex processes, ideally at a regulatory or senior level.
• Proven experience handling complaints from first stage through to complex or regulatory responses.
• Strong problem‑solving skills with the ability to remain calm, impartial and professional.
• Exceptional written and verbal communication skills.
• Strong attention to detail and accuracy in documentation.
• Ability to be assertive when necessary while maintaining professionalism and sensitivity.
• Proven track record of providing excellent customer service.
• Confident using Microsoft Office, Outlook, Word, Excel and CRM systems.
• Experience working within a regulatory complaints environment.
• Experience preparing detailed reports or formal written submissions.

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.

Why Join Us?

This is an exciting opportunity to shape the future of our complaints service and help us achieve our ambition of being a sector‑leading, award‑winning function. If you’re motivated by quality, customer experience, and leading people to success, this could be the perfect role for you.

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 are proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. We offer an inclusive and accessible recruitment process and guarantee an interview for disabled applicants who meet the minimum criteria. To request adjustments at any stage, contact our Resourcing Team at resourcing@a2dominion.co.uk.

At A2Dominion, everyone belongs. Join us and help shape safer, stronger communities.

Becci Zapala is managing this vacancy – Becci.zapala@a2dominion.co.uk