Stage 2 Complaints Investigator - Fair Outcomes

A2Dominion; Ealing; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

25 days holiday

Upto 8% contributory pension

Flexible Working

Employee Assistance Programme (EAP)

Health and lifestyle benefits up to £,

Job summary

A2Dominion is looking for a Complaints Escalation Caseworker to own Stage 2 complaints, thoroughly investigate concerns, and deliver fair outcomes. You will work with colleagues across the organisation to identify root causes and provide clear communications to customers.

You will handle complex cases with empathy, ensure timely resolutions, and help improve services across housing operations. DBS check required, with a focus on customer confidence and trust.

Qualifications

• Experience handling complex complaints in a regulated environment.
• Track record of investigating cases from initial review to outcome.
• Strong analytical and problem-solving abilities.
• Excellent written communication for professional letters.
• Ability to assess evidence and balance viewpoints.
• Confident in influencing stakeholders at all levels.
• Resilience and professionalism with sensitive situations.
• Good IT skills and ability to manage multiple priorities.

Responsibilities

• Taking ownership of Stage 2 complaints through to resolution
• Conducting detailed investigations and reviewing evidence from multiple sources
• Producing clear, balanced and high-quality response letters
• Keeping customers updated throughout their complaint journey
• Building relationships across the organisation to drive resolutions
• Identifying opportunities to resolve concerns before escalation
• Ensuring complaints are managed in line with policy and best practice
• Processing compensation awards where appropriate
• Maintaining accurate records and case management information
• Identifying recurring themes and opportunities for service improvement
• Supporting a culture of continuous improvement through insight and feedback

Skills

Investigation skills

Customer focus

Analytical thinking

Written communication

Stakeholder influence

Organisational skills

Tools

Case management systems

CRM systems

Microsoft Office

Job description

A2Dominion is looking for a Complaints Escalation Caseworker to own Stage 2 complaints, thoroughly investigate concerns, and deliver fair outcomes. You will work with colleagues across the organisation to identify root causes and provide clear communications to customers.

You will handle complex cases with empathy, ensure timely resolutions, and help improve services across housing operations. DBS check required, with a focus on customer confidence and trust.