In this varied role, you'll take ownership of complaints from start to finish. You'll carry out thorough investigations, gather evidence and produce clear, well-reasoned responses. You'll work closely with colleagues across the organisation to resolve complex issues fairly. You'll build strong relationships and ensure complaints are managed in line with regulatory requirements and agreed timescales.
You'll also support cases referred to the Housing Ombudsman Service. You'll help identify learning opportunities that improve services and deliver better outcomes for our customers.
A Basic DBS check is required for this role.
More About You
Experience managing complaints or other complex casework within a customer-focused or regulated environment
Experience investigating cases and producing high-quality written responses
Strong problem-solving skills, with the ability to make balanced and well-informed decisions
Excellent written and verbal communication skills
Ability to manage a varied workload, prioritise effectively and meet regulatory deadlines
Great attention to detail, with the ability to maintain accurate records and case notes
Confident building relationships and working collaboratively across multiple teams
Ability to remain calm and professional when handling sensitive or challenging situations
Good working knowledge of Microsoft Office and CRM or case management systems
GCSEs (or equivalent) in Maths and English (Grades A*–C)Choosing us is easy
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 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
Up to 8% contributory pension
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
Access to a wide range of staff discountsInclusion 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 minimum 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
Salary description
£35496.00 - £35496.00 per year