Complaints Escalation Caseworker

A2Dominion; Ealing; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Upto 8% contributory pension

Flexible Working

Employee Assistance Programme (EAP)

Health and lifestyle benefits up to £,

Job summary

A2Dominion is looking for a Complaints Escalation Caseworker to own Stage 2 complaints, thoroughly investigate concerns, and deliver fair outcomes. You will work with colleagues across the organisation to identify root causes and provide clear communications to customers.

You will handle complex cases with empathy, ensure timely resolutions, and help improve services across housing operations. DBS check required, with a focus on customer confidence and trust.

Qualifications

• Experience handling complex complaints in a regulated environment.
• Track record of investigating cases from initial review to outcome.
• Strong analytical and problem-solving abilities.
• Excellent written communication for professional letters.
• Ability to assess evidence and balance viewpoints.
• Confident in influencing stakeholders at all levels.
• Resilience and professionalism with sensitive situations.
• Good IT skills and ability to manage multiple priorities.

Responsibilities

• Taking ownership of Stage 2 complaints through to resolution
• Conducting detailed investigations and reviewing evidence from multiple sources
• Producing clear, balanced and high-quality response letters
• Keeping customers updated throughout their complaint journey
• Building relationships across the organisation to drive resolutions
• Identifying opportunities to resolve concerns before escalation
• Ensuring complaints are managed in line with policy and best practice
• Processing compensation awards where appropriate
• Maintaining accurate records and case management information
• Identifying recurring themes and opportunities for service improvement
• Supporting a culture of continuous improvement through insight and feedback

Skills

Investigation skills

Customer focus

Analytical thinking

Written communication

Stakeholder influence

Organisational skills

Tools

Case management systems

CRM systems

Microsoft Office

Job description

Every complaint has a person behind it. Be the one who makes the difference.

At

A2Dominion, we know that when something goes wrong, what matters most is how we respond. A customer who feels listened to, kept informed and treated fairly is far more likely to regain confidence in us. That's where you come in.

We're looking for a

Complaints Escalation Caseworker to take ownership of Stage 2 complaints, giving customers the reassurance that their concerns have been reviewed independently, thoroughly and fairly. You'll investigate concerns thoroughly, work alongside colleagues across the organisation and deliver fair, balanced outcomes that help customers feel heard, understood and respected.

When a customer remains dissatisfied after receiving their Stage 1 response, you'll have the opportunity to take a fresh look at their experience, investigate their concerns and work with colleagues across the organisation to identify the right outcome.

This is more than complaint handling. It's about restoring confidence, rebuilding trust and helping resolve issues before they progress further, helping us deliver a better experience for every customer.

If you're naturally curious, thrive on solving problems and have a talent for turning challenging situations into positive outcomes, 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 responsibilities and deliverables.

Why this role matters

When a complaint reaches Stage 2, customers need confidence that their concerns are being looked at independently, thoroughly and fairly.

As a Complaints Escalation Caseworker, you'll be the person who:

• Listens when customers feel their issue hasn't yet been resolved
• Takes ownership of complex issues from start to finish
• Works across teams to get to the root cause
• Keeps customers informed every step of the way
• Delivers clear, fair and fair and balanced outcomes
• Prevents avoidable escalation to the Housing Ombudsman
• Identifies opportunities to improve services
• Every case you handle is an opportunity to rebuild confidence and create lasting change.

What you'll be doing

You'll manage a caseload of Stage 2 complaints, leading investigations and ensuring customers receive timely, professional and customer-focused outcomes.

Working with colleagues across the organisation, you'll gather evidence, review previous actions and explore opportunities to resolve concerns wherever possible, challenge constructively where appropriate and uncover the facts behind each case. You'll balance empathy with objectivity, always striving to achieve a fair outcome and avoid unnecessary escalation.

Key responsibilities include:

• Taking ownership of Stage 2 complaints through to resolution
• Conducting detailed investigations and reviewing evidence from multiple sources
• Producing clear, balanced and high-quality response letters
• Keeping customers updated throughout their complaint journey
• Building strong working relationships with colleagues across the organisation to drive effective resolutions
• Identifying opportunities to resolve concerns before they progress to the Housing Ombudsman
• Ensuring complaints are managed in line with policy, regulation and best practice
• Processing compensation awards where appropriate
• Maintaining accurate records and case management information
• Identifying recurring themes, lessons learned and opportunities for service improvement
• Supporting a culture of continuous improvement through insight and feedback

What we're looking for

We're seeking someone who combines excellent investigation skills with genuine care for the customer experience.

You’ll be confident dealing with complex situations, analysing information from multiple sources and making fair, evidence-based decisions. Most importantly, you’ll understand the difference that clear communication, ownership and empathy can make.

You'll bring:

• Experience handling complex complaints in a regulated environment
• A track record of investigating cases from initial review through to outcome
• Strong analytical and problem-solving skills
• Excellent written communication skills, capable of producing detailed and professional correspondence
• The ability to assess evidence, weigh differing viewpoints and make balanced decisions
• Confidence influencing and building relationships with stakeholders at all levels
• Resilience and professionalism when managing sensitive or challenging situations
• Strong organisational skills and the ability to manage competing priorities
• Good IT skills, including Microsoft Office and case management or CRM systems

Experience in

social housing, local government, customer services or another regulated sector would be advantageous.

What you'll achieve

This role offers a unique opportunity to make a meaningful impact every day. You'll play a vital role in helping customers feel heard at a crucial stage of the complaints process.

You’ll help customers reach resolution when they need it most, influence positive change across the organisation and contribute directly to improving services for thousands of residents.

If you're passionate about finding answers, delivering fair outcomes and being the reason a customer feels heard, 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 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 [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.