Service Recovery Caseworker

A2Dominion Group; Ealing; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

25 days’ holiday (plus Bank Holidays)

Up to 8% contributory pension

Annual wellbeing allowance up to £300

Access to staff discounts

Job summary

A2Dominion Group is looking for a proactive and customer-focused Service Recovery Caseworker to join our Service Recovery team. In this vital role, you will identify cases with high customer contact, assess risk, and work closely with service areas to address concerns before they escalate. Strong analytical skills and customer service expertise are essential for delivering high-quality service.

Responsibilities include reviewing customer contacts, triaging cases, and resolving issues promptly. The ideal candidate will have at least 2 years of customer service experience, preferably in social housing or property management.

Enjoy benefits like 25 days' holiday, a contributory pension, and wellness allowances.

Qualifications

• Minimum 2 years' experience in customer service preferably within Social housing or property management.
• Knowledge of organisational policies, repair obligations, and safeguarding referrals.
• Experience working within a regulatory environment.

Responsibilities

• Review high volumes of customer contact across all channels.
• Triage customer cases using Service Recovery principles.
• Provide excellent customer service via correspondence, phone or in person.

Skills

Customer service expertise

Analytical skills

Problem-solving skills

Communication skills

IT skills (Microsoft Office, Outlook, Word, Excel)

Education

GCSE level (A*–C in Maths and English)

Tools

Dynamics CRM

Job description

Hours: 35 hours a week – Monday to Friday

About The Role

We are looking for a proactive and customer-focused Service Recovery Caseworker to join our Service Recovery team. In this vital role, you will be responsible for identifying cases where customers have made high levels of contact, assessing the risk of service failure, and working closely with service areas to address concerns before they escalated into formal complaints.

You will take full ownership of each case, using your analytical skills and customer service expertise to deliver a high-quality experience that helps restore confidence and prevent dissatisfaction.

Key Responsibilities

• Review high volumes of customer contact across all channels, considering previous enquiries, actions taken, and customer vulnerabilities.
• Triage customer cases using Service Recovery principles to help realign service delivery and prevent escalation.
• Provide excellent customer service via correspondence, phone, or in person, ensuring timely and customer-friendly communication.
• Resolve issues at the first point of contact wherever possible.
• Work collaboratively and professionally with service areas, stakeholders, and customers while demonstrating our Behaviours for Success.
• Identify when cases need escalation to reduce risk and ensure SLAs are met.
• Maintain accurate case notes using Dynamics and demonstrate strong working knowledge of relevant systems.
• Monitor and track case progress from initial triage through to resolution, including coordination of stakeholder meetings.
• Record lessons learned to support ongoing service improvement.
• Respond promptly to internal and external queries, managing the team mailbox and liaising with relevant teams and third parties.

More About You

• Educated to GCSE level (A*–C in Maths and English) or equivalent.
• Minimum 2 years' experience in customer service preferably within Social housing or property management.
• Knowledge of organisational policies, repair obligations, and safeguarding referrals.
• Experience working within a regulatory environment.
• Strong problem-solving and influencing skills.
• Proven track record of delivering exceptional customer service.
• Excellent communication and interpersonal skills.
• High attention to detail and a results-driven approach.
• Ability to remain calm, professional, and assertive when required.
• Strong IT skills, including Microsoft Office, Outlook, Word, Excel, and CRM systems.

About Us

A2Dominion is more than a housing provider. We are a not‑for‑profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.

Choosing Us Is Easy

As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:

• 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
• Up to 8% contributory pension
• A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
• Access to a wide range of staff discounts

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.

Becci Zapala is managing this vacancy – [e-mail]