Compliants and Resolution Caseworker
Complaints & Resolution Caseworker 12 Months Fixed Term Contract Up to £32,500 per annum depending on experience Ealing 35 hours per week A2Dominion GroupWe 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. 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 and ensuring residents are regularly informed of progress and that letters meet the expected standard. You will provide administrative support to residents, service directors and panel members at the review stage including taking minutes, drafting complex response letters and managing complaint files. You will assist us in the analysis of the causes of complaints looking to identify trends and working with our Head of Complaints & Resolution by logging and tracking learning lessons as and when necessary. 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. 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!