Complaints & Resolution Caseworker, London
Client:
Location:
London, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Reference:
ff4f5a3cb5e5
Job Views:
5
Posted:
19.08.2025
Expiry Date:
03.10.2025
Job Description:
Role overview
As a Complaints Investigator, you will be responsible for investigating and resolving Stage 1 Complaints in a fair and impartial manner. You will need to understand regulatory timescales and deadlines, take case ownership, and conduct comprehensive investigations using all available information and documentation. This role involves handling cases referred to the Housing Ombudsman Service.
Key responsibilities:
* Take ownership of complaints from start to closure, keeping customers informed of progress.
* Respond promptly and customer-friendly, considering individual needs.
* Provide high-quality written responses aligned with regulatory complaint handling standards.
* Maintain accurate notes on CRM regarding all customer contacts and complaint details.
* Collaborate across departments to deliver a responsive and coordinated service.
* Deliver excellent customer service via correspondence, phone, or in person, meeting diverse needs.
About you:
* Educated to GCSE level or equivalent in Math and English (Grades A*- C).
* Proven track record of delivering exceptional customer service.
* Experience in managing stage 1 complaints is essential.
* Experience with complex regulatory complaint responses.
* Intermediate MS Office skills and willingness to learn new systems.
* Confident problem-solving skills to ensure swift, satisfactory resolutions.
* Excellent verbal and written communication and interpersonal skills.
Application process:
Please attach a tailored CV highlighting relevant experience and explaining any employment gaps.
Meeting the role requirements:
We encourage applications even if you do not meet 100% of the role requirements. Feel free to contact our Resourcing Team for a discussion.
A2Dominion is proud to be a family-friendly employer.
We value diversity and inclusivity, creating a workplace where everyone feels they belong. Join us and contribute to our recovery journey, making a positive impact in our customers' lives. The closing date is 23rd July 2025, but we may close the role early upon finding a suitable candidate.
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