Escalation Support Manager in Ealing

Be the reason every customer is heard.When complaints escalate, 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. If you enjoy bringing clarity to challenging situations, influencing stakeholders and turning insight into action, we'd love to hear from you. A basic DBS check is required for this role. Please refer to the attached Role Profile for full details of the role and responsibilities. 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 improvementsEvery 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. You'll also use insight from determinations, recommendations and complaint trends to help improve services across the organisation. 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 insightWhat 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. If you're passionate about helping ensure every customer is heard, every outcome is fair and every lesson leads to positive change, we'd love to hear from you. 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: 25days’ holiday (plus bank holidays) increasing up to 28 days with 3 years of service (pro rata) Upto 8% contributory pension Flexible Working Employee Assistance Programme (EAP) Allpermanent 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 familyInclusion 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 (url removed) We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply or get in touch with us to talk it through. 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