Property Complaints Manager in Ealing

We are looking for a talented and motivated Property Complaints Manager to lead our Complaints & Resolution Service. In this pivotal role, you will act as a subject matter expert, supporting and developing a high-performing team while ensuring every customer receives an outstanding and timely response.

As our Property Complaints Manager, you’ll take ownership of developing a sector-leading complaints service—driving continuous improvement, delivering high-quality outcomes, and embedding a culture of accountability, professionalism, and exceptional service. You will act as the escalation point for complex and business-critical complaints, using your expertise to advise, guide, and resolve issues effectively. Your leadership will ensure your team feels empowered, supported, and equipped with the skills they need to succeed.

• Use your specialist technical knowledge to drive operational performance across the team.
• Lead by example, fostering a culture of empowerment, accountability, and high performance.
• Coach, train, and mentor team members to build their technical expertise and confidence.
• Build strong, trust-based relationships with internal and external stakeholders.
• Promote open and constructive communication, acting as a role model for collaboration.
• Recommend and implement improvements to processes, systems, and service delivery.
• Champion continuous improvement and service excellence.
• Ensure complaints are managed end-to-end with clear ownership and regular customer updates.
• Develop personalised training plans for each member of the team.
• Ensure adequate resource planning and cover to maintain an effective and responsive service.

• GCSEs (or equivalent) in Maths and English (A*–C).
• Proven experience managing a complaints process or complex case-handling environment, ideally at Board/Director level.
• Strong track record of resolving multi‑faceted and challenging complaints.
• Demonstrable experience delivering exceptional customer service.
• Excellent verbal and written communication skills with the ability to engage at all levels.
• Experience managing a high-performing team with clear goal-setting and performance oversight.
• A proactive, confident problem-solver who remains calm under pressure.
• Able to be assertive when needed while maintaining professionalism and sensitivity.

A2Dominion is more than a housing provider. We are a not-for-profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.

This is an exciting opportunity to shape the future of our complaints service and help us achieve our ambition of being a sector-leading, award-winning function. If you’re motivated by quality, customer experience, and leading people to success, this could be the perfect role for you. As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive.

• 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.

We are proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. We offer an inclusive and accessible recruitment process and guarantee an interview for disabled applicants who meet the minimum criteria. To request adjustments at any stage, contact our Resourcing Team at resourcing@a2dominion.co.uk. At A2Dominion, everyone belongs. Join us and help shape safer, stronger communities.