At a Glance
- Tasks: Help customers resolve issues and prevent complaints in a proactive, supportive role.
- Company: Join a dynamic team focused on customer service and community support.
- Benefits: Enjoy 25 days holiday, a generous pension scheme, and wellness allowances.
- Other info: Inclusive workplace with opportunities for personal growth and development.
- Why this job: Make a real difference by restoring customer confidence and improving services.
- Qualifications: GCSEs in Maths and English, plus 2 years in customer service.
The predicted salary is between 30000 - 40000 £ per year.
Hours: 35 hours a week – Monday to Friday
About The Role
We are looking for a proactive and customer-focused Service Recovery Caseworker to join our Service Recovery team. In this vital role, you will be responsible for identifying cases where customers have made high levels of contact, assessing the risk of service failure, and working closely with service areas to address concerns before they escape into formal complaints. You will take full ownership of each case, using your analytical skills and customer service expertise to deliver a high-quality experience that helps restore confidence and prevent dissatisfaction.
Key Responsibilities
- Review high volumes of customer contact across all channels, considering previous enquiries, actions taken, and customer vulnerabilities.
- Triage customer cases using Service Recovery principles to help realign service delivery and prevent escalation.
- Provide excellent customer service via correspondence, phone, or in person, ensuring timely and customer‑friendly communication.
- Resolve issues at the first point of contact wherever possible.
- Work collaboratively and professionally with service areas, stakeholders, and customers while demonstrating our Behaviours for Success.
- Identify when cases need escalation to reduce risk and ensure SLAs are met.
- Maintain accurate case notes using Dynamics and demonstrate strong working knowledge of relevant systems.
- Monitor and track case progress from initial triage through to resolution, including coordination of stakeholder meetings.
- Record lessons learned to support ongoing service improvement.
- Respond promptly to internal and external queries, managing the team mailbox and liaising with relevant teams and third parties.
More About You
- Educated to GCSE level (A*–C in Maths and English) or equivalent.
- Minimum 2 years’ experience in customer service preferably within Social housing or property management.
- Knowledge of organisational policies, repair obligations, and safeguarding referrals.
- Experience working within a regulatory environment.
- Strong problem‑solving and influencing skills.
- Proven track record of delivering exceptional customer service.
- Excellent communication and interpersonal skills.
- High attention to detail and a results‑driven approach.
- Ability to remain calm, professional, and assertive when required.
- Strong IT skills, including Microsoft Office, Outlook, Word, Excel, and CRM systems.
Choosing Us Is Easy
- 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’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 resourcing@a2dominion.co.uk.
Service Recovery Caseworker in Ealing employer: A2Dominion Group
Pyramid Plus is an exceptional employer, offering a dynamic work environment in Ealing where you can make a real impact in the community through your role as a Building Maintenance Supervisor. With a strong commitment to employee growth, we provide extensive training opportunities, a supportive team culture, and generous benefits including 25 days of annual leave, a company van, and volunteering leave, ensuring that our employees feel valued and empowered in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Service Recovery Caseworker in Ealing
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at A2Dominion Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like A2Dominion Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Recovery Caseworker in Ealing
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to A2Dominion Group:Your cover letter is your chance to shine! Tell us why you want to work at A2Dominion Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at A2Dominion Group!
How to prepare for a job interview at A2Dominion Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
