Complaints Caseworker

A2Dominion; London Borough of Ealing; Sur place; GBP 26 000 - 36 000; Plein temps

Avantages offerts par ce poste

25 days' holiday (Plus Bank Holidays)

Up to 8% contributory pension

Flexible Working

Annual allowance up to £300 for health

Staff discounts

Résumé du poste

A2Dominion is seeking a Complaints Caseworker in London to manage a varied caseload of Stage 1 complaints from acknowledgement to resolution. You will gather evidence, review information, engage with internal stakeholders and draft responses that are fair, empathetic and compliant with regulatory requirements.

You will apply strong investigative skills, build relationships across teams and help identify opportunities for improvement to ensure customers receive a positive experience.

Qualifications

• Experience handling complaints, investigations or complex casework within a customer-focused or regulated environment.
• Strong investigative skills and ability to analyse information, weigh evidence and make balanced decisions.
• Excellent written communication skills with the ability to draft clear, customer-friendly responses.
• Confidence building relationships across teams and influencing others to achieve positive outcomes.
• Ability to remain calm, resilient and professional in sensitive or challenging situations.
• Strong organisational skills and ability to manage multiple priorities while meeting deadlines.
• Excellent attention to detail and record-keeping.
• Experience using Microsoft Office and CRM or case management systems.
• GCSEs (or equivalent) in Maths and English (Grades A*-C).

Responsabilités

• Manage a varied caseload of Stage 1 complaints from acknowledgement through to resolution.
• Gather evidence, review information and engage with internal stakeholders.
• Produce clear, balanced responses that are fair, empathetic and compliant with regulatory requirements.
• Identify opportunities for improvement and help ensure customers receive a positive experience.

Connaissances

Complaint handling

Investigations

Regulatory compliance

Written communication

Stakeholder management

Analytical thinking

Organisational skills

Attention to detail

Microsoft Office

CRM / Case management

Formation

GCSE Maths and English

Outils

CRM or case management systems

Microsoft Office

Description du poste

Every conversation is an opportunity to build trust...As a

Complaints Caseworker, you'll be at the heart of helping customers find answers, achieve resolutions and feel heard throughout their journey with us. You'll investigate concerns thoroughly, build strong relationships across the business and ensure every complaint is handled fairly, consistently and with empathy.

Every complaint tells a story, and behind every case is a customer whose experience matters.

In this role, you'll manage a varied caseload of Stage 1 complaints, taking ownership from initial acknowledgement through to resolution. You'll gather evidence, review information, engage with internal stakeholders and produce clear, balanced responses that are fair, empathetic and compliant with regulatory requirements.

You'll need sound judgement, strong investigation skills and the confidence to challenge where necessary. You'll work with colleagues across multiple teams to understand what happened, identify opportunities for improvement and help ensure customers receive a positive experience throughout the complaints process.

A Basic DBS check is required for this role.

More About You

You’ll be someone who is naturally curious and enjoys getting to the root of complex issues. You understand the impact that complaints can have on customers, and you're passionate about delivering fair outcomes and excellent customer service.

You’ll also bring:

• Experience handling complaints, investigations or complex casework within a customer-focused or regulated environment
• Strong investigative skills and the ability to analyse information, weigh evidence and make balanced decisions
• Excellent written communication skills, with the ability to draft clear, customer-friendly responses
• Confidence building relationships across teams and influencing others to achieve positive outcomes
• The ability to remain calm, resilient and professional when dealing with sensitive or challenging situations
• Strong organisational skills and the ability to manage multiple priorities while meeting deadlines
• Excellent attention to detail and record-keeping skills
• Experience using 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 opportunity to make a genuine difference to our customers' experiences. You'll join a team that is committed to fairness, accountability and continuous improvement, where complaints are seen as an opportunity to learn, improve services and strengthen customer trust.

If you're someone who enjoys solving problems, building strong relationships and making a genuine difference to customers' experiences, we'd love to hear from 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
• Flexible Working
• 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 discounts

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 [e-mail]

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.