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- Tasks: Manage and resolve complex complaints with professionalism and care.
- Company: A2Dominion Group, a supportive and inclusive organisation.
- Benefits: Competitive pay, hybrid work model, and a chance to make a real impact.
- Other info: Join a diverse team that values fresh ideas and perspectives.
- Why this job: Shape customer experiences and enhance your problem-solving skills in a trusted role.
- Qualifications: Experience in resolving complaints and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Contract Opportunity: Complaints Escalation Specialist
Location: Hybrid – Remote + Ealing (Thursdays)
Start: ASAP
Duration: 6 weeks
Rate: Competitive
At A2Dominion, we understand that how we respond to complaints reflects who we are. We’re looking for experienced professionals who can bring sound judgement, strong communication, and a calm, confident approach to resolving complex Stage 2 complaints.
This is a role with real autonomy — ideal for someone who’s comfortable navigating complexity, influencing across teams, and making decisions that balance fairness, accountability, and customer care.
What You’ll Be Doing
- Managing Stage 2 complaints from first contact through to resolution
- Investigating across departments and systems to build a full picture
- Writing clear, fair, and customer-focused responses
- Working with colleagues to ensure timely, proportionate outcomes
- Supporting future learning and improvement through insight and reflection
What You Bring
- Experience resolving stage 2 complaints within social housing
- Strong written and verbal communication skills
- Confidence to work independently and influence internal stakeholders
- A calm, solutions-focused mindset with a strong sense of accountability
- Proficiency in Microsoft Office and CRM systems ideally (e.g. Dynamics)
Why This Role Matters
You’ll be stepping into a trusted role where your decisions and communication shape the customer experience. You won’t be managing people — but you’ll be expected to manage complexity, relationships, and outcomes with professionalism and care.
Inclusive & Supportive Culture
At A2Dominion, we value fresh ideas and diverse perspectives and we welcome applications from all backgrounds and encourage anyone excited by the role to apply. We are a Disability Confident Employer and committed to making reasonable adjustments to support you throughout the recruitment process. At A2Dominion, we embrace diversity and inclusivity – everyone belongs here.
Complaints Escalation Specialist in London employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Escalation Specialist in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at A2Dominion. A friendly message can go a long way in getting your foot in the door.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints management. Think about how you would handle complex situations and be ready to share your experiences that showcase your calm and solutions-focused mindset.
✨Tip Number 3
Showcase your communication skills! During interviews, make sure to articulate your thoughts clearly and confidently. Remember, this role is all about managing relationships and outcomes, so let your personality shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in the role and the company.
We think you need these skills to ace Complaints Escalation Specialist in London
Some tips for your application 🫡
Showcase Your Experience: Make sure to highlight your experience with Stage 2 complaints in your application. We want to see how you've tackled complex issues before, so share specific examples that demonstrate your skills and judgement.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, so avoid jargon and focus on delivering your message effectively. Remember, clarity reflects your ability to handle complaints!
Tailor Your Responses: Take the time to tailor your application to the role. Mention how your skills align with the responsibilities listed in the job description. This shows us that you understand what we’re looking for and that you’re genuinely interested in the position.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at A2Dominion Group
✨Know Your Complaints Inside Out
Before the interview, brush up on common Stage 2 complaints in social housing. Familiarise yourself with the processes and regulations that govern them. This will show your potential employer that you’re not just experienced but also genuinely interested in the role.
✨Showcase Your Communication Skills
Prepare to demonstrate your strong written and verbal communication skills. You might be asked to provide examples of how you've handled complex complaints in the past. Think of specific situations where your clear, customer-focused responses made a difference.
✨Emphasise Your Problem-Solving Mindset
A calm, solutions-focused approach is key for this role. Be ready to discuss how you navigate complexity and make decisions that balance fairness and accountability. Use real-life examples to illustrate your thought process and outcomes.
✨Familiarise Yourself with Their Culture
Research A2Dominion’s values and culture, especially their commitment to inclusivity and diversity. Be prepared to discuss how your own values align with theirs and how you can contribute to a supportive environment. This shows you’re not just a fit for the role, but for the company as well.