Complaints & Resolution Coordinator

England, London, Ealing
Up to £27500 per annum
11 Jul 2018
01 Aug 2018
A2Dominion Group
Full Time
Organisation Type
Housing association / RP

Complaints & Resolution Coordinator

12 Months Fixed Term Contract

£27,500 per annum


35 hours per week

A2Dominion Group

We are a residential property group with a social purpose. Our vision is to improve people's lives through high quality homes and services. Whilst we take a commercial approach to house building, we reinvest all of our profits into building more new homes and supporting the communities where we work.

We provide affordable, private and social rented homes, student, NHS and temporary accommodation, as well as supported housing and homes for older people. We also offer high-quality sustainable homes for sale and shared ownership, available through our FABRICA by A2Dominion brand. Whilst we take a commercial approach to house building, all of the surpluses the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.

This is an exciting time to join A2Dominion and be part of the Group's £20m change programme, Fit for the Future, which is transforming the way we work and significantly improving the services we deliver to our customers.

The role

The Customer Complaints & Resolution Service is part of the Customer Experience directorate and are responsible for ensuring that the Group takes a proactive approach to resolving all external customer complaints across the business.

As our Complaints & Resolution Coordinator you will be a key player on the team with the responsibility for the administration of the Complaints mailbox, ensuring you are responding to emails within agreed timescales and supporting the Complaints & Resolution Service in managing contact from internal and external stakeholders. You will also use a CRM system in respect of assisting the management of workloads for the team, ensuring we keep the customer at the heart of what we do.

You will be expected to have experience of providing a customer focused administrative service, and have the ability to understand and extract data and analyse information. You will assist with helping the service to manage simple cases in an effort to understand the complete end-to-end Complaints & Resolution Service. You will be expected to respond to customers in a timely fashion taking into account the needs of every individual.

If you have experience of working in a customer focused environment, administered complaints and have excellent verbal and written communication and interpersonal skills we would love to hear from you!

Rewards and Benefits

As an employee of A2Dominion, we want you to feel fairly 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. All permanent members of staff receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. You are also provided with discounted childcare vouchers and cycling equipment throughout the year, and you pay for them by monthly salary deductions. On top of all of this you will also receive 25 days annual leave.

Closing Date: Wednesday 25th July 2018

The Group is committed to equality of opportunity. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post.

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