Description
complaint management
case ownership
investigation
crm documentation
customer communication
regulatory compliance
As a Complaints Investigator you will be responsible for investigating and resolving Stage 1 complaints in a fair and impartial manner. You will take case ownership, conduct comprehensive investigations using all available information and documentation, and handle cases referred to the Housing Ombudsman Service while adhering to regulatory timescales and deadlines.
- Take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress.
- Ensure complaints are responded to in a timely and customer‑friendly way considering the needs of individual residents.
- Provide high‑level written responses in line with a regulatory approach to complaint handling.
- Keep accurate notes on the CRM of all customer contact and details related to the complaint.
- Maximise partnership‑working and collaboration between all departments to provide a responsive and coordinated service to customers.
- Provide excellent customer service when interacting with complainants via correspondence, phone, or at the office, adhering to service standards and meeting diverse customer needs.
Requirements
gcse
customer service
stage 1
ms office
problem solving
communication
- Must be able to commute to Ealing.
- Educated to GCSE level or equivalent in Maths and English (Grades A*‑C).
- Proven track record of delivering exceptional customer service.
- Experience dealing with Stage 1 complaints is essential.
- Experience of managing complaints from the first stage through to more complex regulatory responses.
- Intermediate MS Office skills and willingness to learn new systems.
- Confident approach to problem‑solving ensuring matters are swiftly and satisfactorily resolved.
- Excellent verbal and written communication and interpersonal skills.
Benefits
The Complaints Investigator role is based in a hybrid setting in Ealing, working 35 hours per week across Monday to Friday (9 am‑5 pm). The position offers a salary of £34,975 per annum on a nine‑month fixed‑term contract and requires a basic DBS check.
A2Dominion is a UK housing association committed to providing homes people love to live in. It manages over 38,000 homes across London and southern England, offering social, affordable, private‑rental, specialist services, as well as homes for sale and shared ownership.
A2Dominion offers flexible benefits, salary exchange options, rewards and discounts, and a family‑friendly, inclusive workplace. Employees also receive a generous annual allowance for health and lifestyle benefits.
- 25 days’ holiday (plus bank holidays).
- Up to 8% contributory pension.
- Annual allowance of up to £300 for health and lifestyle benefits for you and your family.
Training + Development
Information not given or found
