Complaints & Resolution Caseworker

A2Dominion Group; Ealing; Hybrid; GBP 35,000; Full time

Job summary

A leading UK housing association is looking for a Complaints Investigator to manage Stage 1 complaints effectively and ensure customer satisfaction. The role requires excellent communication skills, a strong background in customer service, and a problem-solving approach. Located in Ealing, this hybrid position offers benefits like a generous holiday allowance and a contributory pension. Join a team that embraces diversity and values every employee's contribution.

Benefits

25 days’ holiday (Plus Bank Holidays)

Up to 8% contributory pension

Generous annual allowance for health benefits

Qualifications

• Must commute to Ealing.
• Proven track record of delivering exceptional Customer Service.
• Experience dealing with stage 1 complaints essential.

Responsibilities

• Take ownership of a complaint from start to closure.
• Ensure complaints are responded to in a timely manner.
• Provide high-level written responses in line with regulatory approach.

Skills

Exceptional Customer Service

Problem-solving

Verbal communication

Written communication

Interpersonal skills

Education

GCSE in Math’s and English (Grades A*-C)

Tools

MS Office

Job description

Complaints Investigator

Location: Hybrid / Ealing

Working hours: 35hpw across Mon–Fri (9am-5pm)

Salary: £34,975.00 per annum

Contract: 12 months fixed term contract

This role requires a Basic DBS check.

About A2Dominion

We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for and shared ownership.

Role Overview

As Complaints Investigator, you will be responsible for investigating and resolving Stage 1 Complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service.

Key Responsibilities

• Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
• Ensure complaints are responded to in a timely and customer friendly way considering the needs of the individual residents.
• Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
• Keep accurate notes on CRM of all customer contact and details in relation to the complaint.
• Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service to customers.
• Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.

About You

• Must be able to commute to Ealing
• Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
• Proven track record of delivering exceptional Customer Service
• Experience dealing with stage 1 complaints essential
• Experience of managing complaints from the first stage to through to the more complex regulatory responses
• Intermediate MS Office skills and willingness to learn new systems
• Confident approach to problem-solving ensuring matters is swiftly and satisfactorily resolved
• Excellent verbal and written communication and interpersonal skills

Why A2Dominion?

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.

Benefits

• 25 days’ holiday (Plus Bank Holidays)
• Up to 8% contributory pension
• In addition, 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.

Diversity & Inclusion

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 [e-mail]

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please 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 Hollie Furness – [e-mail]

Closing date for this role is 23 Jan 2026. We reserve the right to close this role upon appointment of a successful candidate.