Complaints & Resolution Administrator

6 months ago

London, United Kingdom A2Dominion Housing Group Ltd. Full time

**Customer and Resolution Assistant**

**Salary: £26,666**

**Type: 12-month FTC, Full time (35 hours per week)**

**Location: Ealing based with hybrid working**

**About us**

We are one of the UK’s leading housing associations. Our vision is to improve people’s lives through high-quality homes and services.

We operate across London and southern England, providing 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 the profits the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.

**About the role**

**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 diverse needs of the customer
- To support the Complaints & Resolution Team and to help ensure services are responsive to changes in the external environment and internal priorities
- Assist with helping the service to manage low level cases in an effort to understand the complete end to end Complaints & Resolution service
- Respond to customers in a timely and customer friendly way taking into account the needs of each individual
- Transfer service requests to the appropriate departments within agreed timescales
- Ensure all associated complaint paper work is scanned and attached to contacts within the CRM System
- To support the team with any administrative duties as required
- To produce “real time” information on current workloads and leading indicators for effective resource planning and workload management for team and business using the CRM system
- Make recommendations for any identified service and process improvements

**More about you**:
For this role, we’re looking for someone with the following:

- Educated to GCSE level or equivalent in Maths & English (Grades A* - C)
- Experience of providing a customer focused administrative service
- Excellent verbal and written communication and interpersonal skills
- Ability to understand/extract data and analyse information in order to draw logical conclusions

**Choosing us is easy**

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) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.

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.

We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.
- **A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will**:_
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required

**Meeting the role requirements**
- **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.”

**Job Types**: Full-time, Fixed term contract
Contract length: 12 months

**Salary**: £26,666.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in London, W5 5TL

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