At a Glance
- Tasks: Investigate and resolve complaints, ensuring timely and customer-friendly responses.
- Company: A2Dominion is a leading UK housing association with over 38,000 homes across London and southern England.
- Benefits: Enjoy a hybrid work model, competitive salary, and a supportive, family-friendly workplace.
- Other info: Join a team that values equality, diversity, and inclusivity, where everyone feels they belong.
- Why this job: Make a real impact by helping residents and improving their living experiences in a diverse environment.
- Qualifications: GCSEs in Maths and English, proven customer service skills, and experience in complaint management required.
The predicted salary is between 29000 - 40000 £ per year.
**Complaints Investigator
Location: Hybrid / Ealing
Working hours: 35hpw across Mon – Fri (9am - 5pm)
Salary: £34,975.00 per annum
Contract: 9 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 as homes for 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
- Must be able to commute to Ealing
- 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
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
- 25 days\' holiday (Plus Bank Holidays)
- Up to 8% contributory pension
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We\'re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at
We know some people hesitate to apply if they don\'t meet every requirement. If that\'s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.
At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
**This Vacancy is being managed by Hollie Furness –
Closing date for this role is 21 Jan 2026 we reserve the right to close this role upon appointment of a successful candidate.**
Complaints & Resolution Caseworker in London employer: A2Dominion Group
A2Dominion is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture in a hybrid role based in London. With a commitment to diversity and inclusivity, employees are encouraged to contribute their unique perspectives while enjoying benefits such as flexible working arrangements and opportunities for career advancement. Join us to make a meaningful impact in the housing sector and help create homes that people love.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Resolution Caseworker in London
✨Tip Number 1
Familiarise yourself with the regulatory framework surrounding complaints handling in housing associations. Understanding the specific guidelines and timelines will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Prepare examples of past experiences where you've successfully resolved complaints or provided exceptional customer service. Be ready to discuss these scenarios in detail, highlighting your problem-solving skills and ability to manage complex situations.
✨Tip Number 3
Network with professionals in the housing sector or join relevant online forums. Engaging with others in the field can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 4
Research A2Dominion's values and recent initiatives. Tailoring your conversation to align with their mission and demonstrating your enthusiasm for their work can set you apart from other candidates.
We think you need these skills to ace Complaints & Resolution Caseworker in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is specifically tailored for the Complaints & Resolution Caseworker role. Highlight relevant experience in handling complaints, customer service skills, and any experience with regulatory frameworks.
Craft a Strong Cover Letter:Write a compelling cover letter that outlines your motivation for applying and how your skills align with the responsibilities of the role. Mention your understanding of complaint resolution processes and your commitment to excellent customer service.
Showcase Communication Skills:Since the role requires excellent verbal and written communication, provide examples in your application that demonstrate your ability to communicate effectively with customers and colleagues, especially in resolving complaints.
Address Employment Gaps:If you have any gaps in your employment history, be prepared to explain them clearly in your CV or cover letter. This shows transparency and helps build trust with the hiring team.
How to prepare for a job interview at A2Dominion Group
✨Understand the Role
Make sure you have a clear understanding of the Complaints & Resolution Caseworker role. Familiarise yourself with the responsibilities, especially around investigating complaints and adhering to regulatory timescales.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that demonstrate your ability to deliver exceptional customer service. Highlight situations where you resolved complaints effectively and maintained a positive relationship with customers.
✨Be Ready for Scenario Questions
Expect scenario-based questions during the interview. Think about how you would handle specific complaints or difficult situations, showcasing your problem-solving skills and ability to remain impartial.
✨Communicate Clearly and Confidently
Practice your verbal and written communication skills. Be prepared to articulate your thoughts clearly and concisely, as this role requires excellent communication with both customers and colleagues.
