Escalation Support Caseworker

Overview

Triage and coordinate Housing Ombudsman complaints, ensuring evidence submission and customer communication.

Key Responsibilities

• case triage
• evidence submission
• crm updates
• compensation processing
• document drafting
• customer service

Tasks

* Ensure that high level written responses are provided to requests, in line with the understanding of a regulatory approach to complaint handling. To be responsible for the triage and coordination of Housing Ombudsman casework, working with the Head of Service, and respective operational departments to ensure timely and robust evidence submissions, and communication, relating to customer escalations to the Housing Ombudsman Service. To take an active role in communicating with customers following referrals to the Housing Ombudsman Service. * Provide support to Head of Service, including taking minutes, drafting complex responses, and producing documents with a chronology and summary of complaints. * Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service. * Keep accurate notes on CRM of all customer contact and details in relation to the complaint. * Provide excellent customer service when interacting with complainants either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer. * Ensure requests are responded to in a timely and professional manner, considering the needs of the individual case. * Ensure that all compensation payments are processed and issued to Complaints Escalation Caseworker complainants in adherence with our service standards. * Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning.

Requirements

• problem solving
• microsoft office
• crm
• social housing
• customer service
• gcse

What You Bring

* Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved * Evidence that learning outcomes from determinations are identified and liaise extensively with stakeholders across the business to ensure all aspects of Housing Ombudsman casework is dealt with efficiently. * Experience of resolving complex multi-faceted complaints * Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness * Great attention to detail, and a results driven approach * Social housing experience desirable * Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at senior level * Must be able to commute to the Ealing office DBS Level: This role requires a Basic DBS check * Understanding of the Housing Ombudsman code and landlord legislative expectations essential * Educated to GCSE level or equivalent in Math’s and English (Grades A*- C) * Proven track record of delivering exceptional Customer Service * Ability to influence decision making at all levels, working with colleagues to get the best result * Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional and sensitive. * Excellent verbal and written communication and interpersonal skills

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Benefits

We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership. * 25 days’ holiday pro rata (Plus Bank Holidays) 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 [email protected] * In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. Salary: £38,784.00 per annum * Up to 8% contributory pension * Flexible working

About A2Dominion Group

-A leading property development and management company focused on creating sustainable and high-quality homes and communities. -Offers services across residential, commercial, and mixed-use developments, including affordable housing and urban regeneration projects. -Operates in multiple regions, partnering with local authorities and private developers. -Residential developments range from affordable housing to premium homes, with a focus on sustainability. -Commercial projects include office buildings, retail spaces, and mixed-use developments that foster vibrant communities and contribute to local economies. -Expertise spans infrastructure, energy, and utilities, providing a comprehensive approach to property development. -Known for transforming derelict sites into thriving communities with modern amenities.

Sector Specialisms

Security Clearance

-requires a basic dbs check