Complaints Escalation Specialist

A2Dominion Group; Ealing; Hybrid; GBP 54,600 - 81,900; Part time

Job summary

A2Dominion Group is seeking a Complaints Escalation Specialist for a hybrid contract role based in Ealing. The successful candidate will manage complex Stage 2 complaints, ensuring fair and timely resolutions. This role requires strong communication skills and the ability to work independently. Join us to positively impact customer experience and contribute to continuous improvement within the organization.

Qualifications

• Experience resolving stage 2 complaints within social housing.
• Ability to influence internal stakeholders.
• Proficient in writing clear, fair responses.

Responsibilities

• Managing Stage 2 complaints from first contact through to resolution.
• Investigating across departments to gather information.
• Writing clear, customer-focused responses.
• Ensuring timely outcomes through coordination with colleagues.

Skills

Strong written and verbal communication skills

Calm, solutions-focused mindset

Confidence to work independently

Tools

Microsoft Office

CRM systems (e.g., Dynamics)

Job description

3 days ago Be among the first 25 applicants

Direct message the job poster from A2Dominion Group

Contract Opportunity: Complaints Escalation Specialist

Location: Hybrid – Remote + Ealing (Thursdays)

Start: ASAP

Duration: 6 weeks

Rate: Competitive

At A2Dominion, we understand that how we respond to complaints reflects who we are. We’re looking for experienced professionals who can bring sound judgement, strong communication, and a calm, confident approach to resolving complex Stage 2 complaints.

This is a role with real autonomy — ideal for someone who’s comfortable navigating complexity, influencing across teams, and making decisions that balance fairness, accountability, and customer care.

What You’ll Be Doing

• Managing Stage 2 complaints from first contact through to resolution
• Investigating across departments and systems to build a full picture
• Writing clear, fair, and customer-focused responses
• Working with colleagues to ensure timely, proportionate outcomes
• Supporting future learning and improvement through insight and reflection

What You Bring

• Experience resolving stage 2 complaints within social housing
• Strong written and verbal communication skills
• Confidence to work independently and influence internal stakeholders
• A calm, solutions-focused mindset with a strong sense of accountability
• Proficiency in Microsoft Office and CRM systems ideally (e.g. Dynamics)

Why This Role Matters

You’ll be stepping into a trusted role where your decisions and communication shape the customer experience. You won’t be managing people — but you’ll be expected to manage complexity, relationships, and outcomes with professionalism and care.

Inclusive & Supportive Culture

At A2Dominion, we value fresh ideas and diverse perspectives and we welcome applications from all backgrounds and encourage anyone excited by the role to apply.

We are a Disability Confident Employer and committed to making reasonable adjustments to support you throughout the recruitment process. At A2Dominion, we embrace diversity and inclusivity – everyone belongs here.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Customer Service and Quality Assurance

• Industries

  Non-profit Organizations and Real Estate

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