Service Recovery Caseworker - Customer Resolution Expert

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

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.