Trainee Complaints & Resolution Caseworker
12 Months Fixed Term Contract
£27,500 per annum
35 hours per week
We 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.
We provide 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 of the surpluses the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.
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 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 Trainee Complaints & Resolution Caseworker you will have the opportunity to continuously learn and improve the management of all of our complaints whilst working diligently with managers, staff and additional stakeholders to resolve problems as they arise.
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 Senior Complaints & Resolution Caseworker by logging and tracking learning lessons as and when necessary.
To be successful you must have experience of administering complaints and have proven track record of delivering exceptional Customer Service. You will be confident and have a proactive approach to problem solving, you will know when to be assertive, saying no when it is appropriate.
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!
Rewards and Benefits
As an employee of A2Dominion, we want you to feel fairly 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. All permanent members of staff receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. You are also provided with discounted childcare vouchers and cycling equipment throughout the year, and you pay for them by monthly salary deductions. On top of all of this you will also receive 25 days annual leave.
Closing Date: Friday 15th February 2019
The Group is committed to equality of opportunity. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post.