Complaints & Resolution Caseworker

12 Months Fixed Term Contract

Salary competitive (according to experience)

Ealing

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 housebuilding, 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 housebuilding, 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 Caseworker you will be responsible for the effective management of all complaints and the co ordination and administration of customer feedback from EOD's, compliments and complaint reviews working together with managers, staff, and stakeholders to resolve problems in a pragmatic way.

You will be expected to project manage and respond to complaints in line with our service standards aiming to ideally resolve at the first stage, ensuring residents are regularly informed of progress and that all customer contact using various channels meet the expected standard. You will provide administrative support to Heads of Service, Service Directors and panel members at the review stage of the Group's complaint process including taking minutes, drafting complex response letters and managing complaint files.

To be successful you must have experience of administering a complaints or similarly complex process and a level of project management. You must have had experience of resolving complex multi-faceted complaints and have a proven track record of delivering exceptional customer service.

As we have recently advertised this vacancy, those applicants who have applied previously and have been unsuccessful need not apply.

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: Monday 6th May 2019

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.

Click Here for Job Description and Person Specification