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- Tasks: Manage customer escalations and coordinate casework with the Housing Ombudsman.
- Company: Join A2Dominion, a leading UK housing association dedicated to creating homes people love.
- Benefits: Enjoy 25 days holiday, flexible working, and up to £300 for health and lifestyle perks.
- Why this job: Make a real difference in customer service and enhance your problem-solving skills.
- Qualifications: GCSEs in Maths and English, plus experience in complaint handling and customer service.
- Other info: Hybrid role with great career growth opportunities and a commitment to diversity.
The predicted salary is between 38784 - 43363 £ per year.
Escalation Support Manager
Location: Hybrid role with an Ealing office
Salary: £38,784.00 per annum
Working hours: 35 hours per week (9am-5pm Monday–Friday)
Contract: 9 months fixed term contract
DBS Level: Basic DBS check required
About A2Dominion Group
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
To be responsible for the triage and coordination of Housing Ombudsman casework, working with the Head of Service, and respective operational departments to ensure timely and robust evidence submissions, and communication, relating to customer escalations to the Housing Ombudsman Service. To take an active role in communicating with customers following referrals to the Housing Ombudsman Service.
Key Responsibilities
- Provide excellent customer service when interacting with complainants in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
- Demonstrate a personal commitment and responsibility for providing a highly resolution-based service.
- Show learning outcomes from determinations and liaise extensively with stakeholders across the business to ensure all aspects of Housing Ombudsman casework are dealt with efficiently.
- Respond to requests in a timely and professional manner, considering the needs of the individual case.
- Provide high-level written responses in line with a regulatory approach to complaint handling.
- Process and issue all compensation payments in adherence with our service standards.
- Keep accurate notes on CRM of all customer contact and details related to the complaint.
- Support Head of Service by taking minutes, drafting complex responses, and producing documents with a chronology and summary of complaints.
- Maximise partnership and collaboration between all departments to provide a responsive and coordinated service.
- Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning.
About You
- Must be able to commute to the Ealing office.
- Educated to GCSE level or equivalent in Maths and English (Grades A*-C).
- Experience administering a complaints or similarly complex process and coordination of complaint handling at senior level.
- Experience resolving complex multi-faceted complaints.
- Proven track record of delivering exceptional Customer Service.
- Excellent verbal and written communication and interpersonal skills.
- Ability to influence decision making at all levels, working with colleagues to get the best result.
- Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved.
- Assertive where necessary, saying no when appropriate whilst remaining calm, professional and sensitive.
- Great attention to detail, and a results driven approach.
- Good working knowledge and experience of IT packages/software (Microsoft Office, Outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness.
Benefits
- 25 days’ holiday (plus bank holidays) and up to 8% contributory pension.
- Flexible working.
- Annual allowance up to £300 for health and lifestyle benefits for you and your family.
Diversity & Inclusion
We’re a Disability Confident Employer and welcome applications from people of all backgrounds. Reasonable adjustments are available throughout the process – contact Resourcing Team at resourcing@a2dominion.co.uk.
Closing date for this role is 22 October 2025, we reserve the right to close this role upon appointment of a successful candidate.
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Escalation Support Manager employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Support Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at A2Dominion Group on LinkedIn. Ask them about their experiences and any tips they might have for landing the Escalation Support Manager role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service and complaint handling. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 3
Showcase your communication skills! During the interview, be clear and concise in your responses. Remember, this role requires excellent verbal and written communication, so let your personality shine through while remaining professional.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Escalation Support Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Escalation Support Manager. We want to see how you can bring your unique flair to our team!
Showcase Your Communication Skills: Since this role involves a lot of written communication, be sure to demonstrate your excellent verbal and written skills in your application. Use clear, concise language and make it easy for us to see your potential.
Highlight Customer Service Experience: We’re all about providing top-notch customer service, so don’t forget to share examples of how you’ve successfully handled complaints or complex situations in the past. This will show us you’re the right fit for our team!
Apply Through Our Website: To make sure your application gets to us without a hitch, apply directly through our website. It’s the best way to ensure we see your application and consider you for the role!
How to prepare for a job interview at A2Dominion Group
✨Know Your Stuff
Before the interview, make sure you understand the role of an Escalation Support Manager. Familiarise yourself with the Housing Ombudsman process and A2Dominion's approach to customer service. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since this role involves a lot of interaction with customers and stakeholders, be prepared to demonstrate your excellent verbal and written communication skills. Bring examples of how you've handled complex complaints in the past, and be ready to discuss how you can influence decision-making effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of specific instances where you've resolved multi-faceted complaints or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Highlight Your Attention to Detail
Attention to detail is crucial in this role, especially when drafting responses and keeping accurate records. Be prepared to discuss how you ensure accuracy in your work and provide examples of how this has positively impacted your previous roles.
