Escalation Support Manager at A2 Dominion Group

Job title: Escalation Support Manager
Location: Hybrid role with an Ealing office
Salary: £38,784.00 per annum
Working hours: 35 hours per week (9am-5pm Monday–Friday)
Contract: 9 months fixed term contract
DBS Level: 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
To be responsible for the triage and coordination of Housing Ombudsman casework, working with the Head of Service, and respective operational departments to ensure timely and robust evidence submissions, and communication, relating to customer escalations to the Housing Ombudsman Service. To take an active role in communicating with customers following referrals to the Housing Ombudsman Service.

Key responsibilities:
* 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.
* Demonstrate a personal commitment and responsibility for providing a highly resolution-based service.
* Evidence that learning outcomes from determinations are identified and liaise extensively with stakeholders across the business to ensure all aspects of Housing Ombudsman casework is dealt with efficiently.
* Ensure requests are responded to in a timely and professional manner, considering the needs of the individual case.
* Ensure that high level written responses are provided to requests, in line with the understanding of a regulatory approach to complaint handling.
* Ensure that all compensation payments are processed and issued to Complaints Escalation Caseworker complainants in adherence with our service standards.
* Keep accurate notes on CRM of all customer contact and details in relation to the complaint.
* Provide support to Head of Service, including taking minutes, drafting complex responses, and producing documents with a chronology and summary of complaints.
* Maximise partnership-working and collaboration between all departments to provide a responsive and coordinated service.
* Work with customers, customer representatives and other partners to manage and improve our external profile and reputation for excellent complaint management and learning.

About you:
* Must be able to commute to the Ealing office
* Educated to GCSE level or equivalent in Math’s and English (Grades A*- C)
* Experience of administering a complaints or similarly complex process and co-ordination of complaint handling or a comparable process at senior level
* Experience of resolving complex multi-faceted complaints
* Proven track record of delivering exceptional Customer Service
* Excellent verbal and written communication and interpersonal skills
* Ability to influence decision making at all levels, working with colleagues to get the best result
* Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved
* Ability to be assertive where necessary, saying no when appropriate whilst always remaining calm, professional and sensitive.
* Great attention to detail, and a results driven approach
* Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness

Why A2Dominion?
As an employee of A2Dominion, we want you to feel 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.

We offer a wide range of staff benefits. For this role, these include:
* 25 days’ holiday (Plus Bank Holidays) Up to 8% contributory pension
* Flexible working
* In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at [email protected]

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This Vacancy is being managed by Hollie Furness – [email protected]