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Contract Opportunity: Complaints Escalation Specialist
Location: Hybrid – Remote + Ealing (Thursdays)
Start: ASAP
Duration: 6 weeks
Rate: Competitive
At A2Dominion, we understand that how we respond to complaints reflects who we are. We’re looking for experienced professionals who can bring sound judgement, strong communication, and a calm, confident approach to resolving complex Stage 2 complaints.
This is a role with real autonomy — ideal for someone who’s comfortable navigating complexity, influencing across teams, and making decisions that balance fairness, accountability, and customer care.
What You’ll Be Doing
- Managing Stage 2 complaints from first contact through to resolution
- Investigating across departments and systems to build a full picture
- Writing clear, fair, and customer-focused responses
- Working with colleagues to ensure timely, proportionate outcomes
- Supporting future learning and improvement through insight and reflection
What You Bring
- Experience resolving stage 2 complaints within social housing
- Strong written and verbal communication skills
- Confidence to work independently and influence internal stakeholders
- A calm, solutions-focused mindset with a strong sense of accountability
- Proficiency in Microsoft Office and CRM systems ideally (e.g. Dynamics)
Why This Role Matters
You’ll be stepping into a trusted role where your decisions and communication shape the customer experience. You won’t be managing people — but you’ll be expected to manage complexity, relationships, and outcomes with professionalism and care.
Inclusive & Supportive Culture
At A2Dominion, we value fresh ideas and diverse perspectives and we welcome applications from all backgrounds and encourage anyone excited by the role to apply.
We are a Disability Confident Employer and committed to making reasonable adjustments to support you throughout the recruitment process. At A2Dominion, we embrace diversity and inclusivity – everyone belongs here.
Seniority level
Seniority level
Associate
Employment type
Employment type
Contract
Job function
Job function
Customer Service and Quality Assurance
Industries
Non-profit Organizations and Real Estate
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