Service Recovery Assistant

A2Dominion; Staines-upon-Thames; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

25 days’ holiday (Plus Bank Holidays)

Up to 8% contributory pension

All permanent and fixed-term employees

Job summary

A2Dominion is seeking a Service Recovery Assistant to support the Decants Team, handling customer enquiries, triaging cases and maintaining records to keep work moving smoothly. This is a busy, varied role requiring accuracy and proactive problem solving.

You will communicate clearly in writing and speech, manage multiple tasks under pressure, and contribute to service improvements while ensuring a high standard of customer service for residents.

Qualifications

• Educated to GCSE level or equivalent in Maths and English (Grades A*–C)
• Experience providing a customer-focused administrative service
• Proven track record of delivering excellent customer service
• Strong verbal and written communication skills
• Excellent attention to detail and a proactive approach to problem solving
• Ability to analyse information and draw logical conclusions
• Good working knowledge of Microsoft Office applications, including Outlook, Word and Excel. Experience using CRM systems would be advantageous
• Ability to manage competing priorities and work effectively under pressure
• Resilient, adaptable and able to work on your own initiative
• Positive attitude with a willingness to learn and develop

Responsibilities

• Manage customer enquiries
• Support case triage
• Maintain accurate records
• Work closely with colleagues across the business to resolve issues quickly and effectively
• Support workload management, reporting and service improvements

Skills

Customer service

Communication

Multitasking

Attention to detail

Prioritization

Organisational skills

Education

GCSE Maths & English

Tools

CRM systems

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Service Recovery Assistant

Do you thrive in a fast-paced environment where no two days are the same? Join us as a Service Recovery Assistant and play a key role in supporting our Decants Team, helping to ensure customer enquiries are handled efficiently, cases are progressed effectively and residents receive a responsive, high-quality service.

This is a busy and varied role where you'll manage customer enquiries, support case triage, maintain accurate records and work closely with colleagues across the business to help resolve issues quickly and effectively. You'll be responsible for keeping multiple tasks moving at the same time, responding to changing priorities and supporting the wider team with workload management, reporting and service improvements.

We're looking for someone who is organised, proactive and confident working under pressure. You'll need excellent written communication skills, strong attention to detail and the ability to make sound decisions while managing a high volume of work in a customer-focused environment.

A Basic DBS check is required for this role.

Please refer to the attached Role Profile for full responsibilities and deliverables.

More About You

• Educated to GCSE level or equivalent in Maths and English (Grades A*–C)
• Experience providing a customer-focused administrative service
• Proven track record of delivering excellent customer service
• Strong verbal and written communication skills
• Excellent attention to detail and a proactive approach to problem solving
• Ability to analyse information and draw logical conclusions
• Good working knowledge of Microsoft Office applications, including Outlook, Word and Excel. Experience using CRM systems would be advantageous
• Ability to manage competing priorities and work effectively under pressure
• Resilient, adaptable and able to work on your own initiative
• Positive attitude with a willingness to learn and develop

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:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• 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

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

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.