Complaints Investigator
Location: Hybrid role with an Ealing office
Working hours: 35 hours per week (9am-5pm Monday–Friday)
Salary: £34,975 per annum
Contract: 6 months Fixed Term Contract
This role requires a Basic DBS check
About A2Dominion
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.
Role overview
As Complaints Investigator, you will be responsible for investigating and resolving Stage 1 Complaints in a fair and impartial manner. With a sound understanding of the regulatory timescales and deadlines associated with complex complaint resolution, you will be required to take case ownership and conduct a comprehensive investigation using all available information and documentation. Duties extend to dealing with all cases that are referred to the Housing Ombudsman Service.
Key responsibilities:
-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 the individual residents.
-Provide high level written responses in line with the understanding of a regulatory approach to complaint handling.
-Keep accurate notes on CRM of all customer contact and details in relation 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 either in the form of correspondence, phone or at the office, adhering to our service standards and meeting the diverse needs of the customer.
About you:
-Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
-Proven track record of delivering exceptional Customer Service
-Experience dealing with stage 1 complaints essential
-Experience of managing complaints from the first stage to through to the more complex regulatory responses
-Intermediate MS Office skills and willingness to learn new systems
-Confident approach to problem-solving ensuring matters is swiftly and satisfactorily resolved
-Excellent verbal and written communication and interpersonal skills
Application process
Please attach a tailored CV for this role, ensuring it highlights relevant experience and provides explanations for any employment gaps.
Meeting the role requirements
We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk
A2Dominion are proud to be a family friendly employer
Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us. Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.
Closing date for this role is 23rd July 2025, we reserve the right to close this role upon appointment of a successful candidate.
