Hybrid Stage 2 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

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.