At a Glance
- Tasks: Lead the coordination of Housing Ombudsman investigations and ensure customer concerns are fully represented.
- Company: Join A2Dominion, a company dedicated to listening to customers and driving positive change.
- Benefits: Enjoy 25 days holiday, flexible working, and a generous health allowance.
- Other info: Inclusive workplace that values diversity and offers career growth.
- Why this job: Make a real impact by turning complaints into opportunities for trust and improvement.
- Qualifications: Strong communication skills and experience in managing complex cases.
The predicted salary is between 33075 - 40425 £ per year.
Be the reason every customer is heard. When complaints are escalated, your work can help rebuild trust and drive real change. At A2Dominion, we believe every customer deserves to feel listened to, treated fairly and confident that their concerns have been properly considered.
When a complaint is referred to the Housing Ombudsman, the customer's journey with us has reached an important stage. It's our responsibility to demonstrate that we've listened, acted fairly and responded openly to the concerns they've raised.
We're looking for an Escalation Support Manager to coordinate our response to Housing Ombudsman investigations. You'll bring together information from across the organisation, manage cases through the Ombudsman process and help ensure every response is accurate, transparent and customer-focused.
This is more than managing Ombudsman referrals. It's an opportunity to ensure customers receive a fair review of their concerns, support organisational accountability and use learning from Ombudsman outcomes to improve services for the future.
A basic DBS check is required for this role.
Why this role matters
When a customer takes their complaint to the Housing Ombudsman, they want confidence that their concerns have been fully understood and fairly reviewed. As an Escalation Support Manager, you'll play a key role in ensuring we respond openly, professionally and constructively throughout that process.
You’ll be the person who:
- Ensures customers' concerns are fully represented and understood
- Coordinates our response to Housing Ombudsman investigations
- Brings together evidence and information from across the organisation
- Supports transparency, fairness and accountability
- Tracks actions through to completion
- Turns Ombudsman feedback and learning into meaningful improvements
Every Ombudsman investigation is an opportunity to learn, improve and strengthen trust with our customers.
What You'll Be Doing
You'll lead the coordination of Housing Ombudsman investigations, acting as a central point of contact throughout the process and ensuring cases progress effectively from referral through to conclusion. Working closely with teams across the organisation, you'll gather evidence, oversee responses and ensure commitments arising from Ombudsman investigations are delivered.
Key responsibilities include:
- Managing Housing Ombudsman referrals from initial referral through to conclusion
- Coordinating responses and ensuring submissions are accurate, comprehensive and delivered within agreed timescales
- Reviewing evidence, case files and supporting documentation
- Building strong relationships with stakeholders across the organisation
- Monitoring Ombudsman determinations, recommendations and orders, ensuring actions are tracked and completed
- Maintaining accurate records and reporting on performance, outcomes and compliance
- Identifying trends, lessons learned and opportunities to improve services
- Supporting the organisation to strengthen complaint handling and customer outcomes through learning and insight
What You'll Achieve
This role provides a unique opportunity to support customers at the final stage of the complaints journey while helping shape better services for the future. By ensuring Housing Ombudsman investigations are managed effectively, you'll help demonstrate accountability, build customer confidence and turn customer feedback into meaningful change across the organisation.
Join A2Dominion and help turn complaints into opportunities for trust, resolution and positive change.
Choosing us is easy
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) increasing up to 28 days with 3 years of service (pro rata)
- Up to 8% contributory pension
- Flexible Working
- Employee Assistance Programme (EAP)
- 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
Inclusion at A2Dominion
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 essential criteria. Reasonable adjustments are available throughout the process just contact our Resourcing Team.
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 Kate Jacobs. We reserve the right to close early upon appointment of the right candidate.
Escalation Support Manager in London employer: A2Dominion Group
A2Dominion is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture that values diversity and flexibility. As the Head of Environment, Health, and Safety, you will have the opportunity to lead impactful initiatives in a complex organisation while benefiting from a hybrid working model in Ealing, which fosters collaboration and innovation. Join us to make a meaningful difference in the lives of our customers and advance your career in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Escalation Support Manager in London
✨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 Escalation Support Manager in London
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.
