Hybrid Complex Case Manager – Housing Repairs

A2Dominion; Staines-upon-Thames; Hybrid; GBP 32,000 - 45,000; Full time

Benefits offered by this job

25 days' holiday

Pension up to 8%

Wellbeing allowance up to £300

Staff discounts

Learning & development opportunities

Cycle to Work Scheme

Job summary

A2Dominion is hiring a Complex Case Manager for our Repairs Resolution team in the United Kingdom. You will own a varied caseload of complex repairs, complaints, and vulnerable-resident cases, coordinating with residents, contractors and internal teams to deliver solutions and positive outcomes.

You'll work as the key contact for residents, providing updates, support, and compassionate communication while navigating legal and housing contexts.

Qualifications

• GCSE level education including Maths and English.
• Experience managing complex customer cases in housing, property, repairs or maintenance.
• Knowledge of housing legislation and customer service excellence.

Responsibilities

• Manage complex repair cases through to resolution.
• Be the main point of contact for residents with regular updates.
• Investigate complaints and deliver fair, timely outcomes.
• Build relationships with residents, contractors and internal teams.
• Coordinate complex case reviews and stakeholder meetings.
• Prepare responses for Housing Ombudsman and external bodies.
• Manage access cases with operations and legal teams.
• Maintain accurate case records and management information.
• Support vulnerable residents and signpost services.
• Ensure interactions are empathetic and professional.

Skills

Complex case management

Resident liaison

Housing knowledge

Empathy

Problem solving

Education

GCSEs in Maths & English

Tools

Microsoft Office

Housing management systems

Job description

A2Dominion is hiring a Complex Case Manager for our Repairs Resolution team in the United Kingdom. You will own a varied caseload of complex repairs, complaints, and vulnerable-resident cases, coordinating with residents, contractors and internal teams to deliver solutions and positive outcomes.

You'll work as the key contact for residents, providing updates, support, and compassionate communication while navigating legal and housing contexts.