Job Description

Property Complaints Manager

Location: Hybrid role with an Ealing office

Working hours: 35 hours per week (9am-5pm Monday-Friday)

Salary: 53,789.00 per annum

Contract: 8 months fixed term contract

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

Manage, develop and motivate the complaints and resolution service to ensure excellent customer experience in line with business requirements. To be seen as a Subject Matter Expert for technical opinions and contribution. Promote a culture of service excellence with a view to achieving and maintaining a sector leading, award winning status within the complaints service. To act as the escalation point for the complaints and resolution caseworkers, with particular focus on complex or business significant complaints.

Key responsibilities:

To apply specialist experience and technical knowledge across the team to drive operational performance. To lead by example to create and maintain a culture that supports high performance, empowerment, accountability and professionalism at all levels. To provide training, coaching and guidance to members of the team to develop their technical expertise. To build and maintain mutually beneficial trust based internal and external relationships with key Stakeholders which will lead to long term partnerships. To act as a role model to encourage open and constructive relationships and mentor others to build effective internal and external relationships. To use depth and breadth of knowledge and expertise to make recommendations for improvements to processes, services and operational issues with a focus on adding value, and improving quality and customer service. Ensure the team take ownership of a complaint from start to closure, ensuring that the customer is regularly kept informed of progress Develop Individual Training Plans for each team member to ensure they have the skills and attitudes required of the role. Organise cover to ensure that there is always sufficient resources to provide an effective service.

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 Board/Director 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 manage a high performing team, setting goals and clear objectives 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. Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness

Application process

Please attach a tailored CV for this role, ensuring it highlights relevant experience and provides explanations for any employment gaps.

Meeting the role requirements

We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we'd still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk

A2Dominion are proud to be a family friendly employer

Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us. Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.

Closing date for this role is 11 September, we reserve the right to close this role upon appointment of a successful candidate.