Complaints Caseworker

Do you enjoy getting to the heart of complex issues and finding fair, practical solutions? Join us as a Complaints Caseworker and play a key role in delivering a high-quality complaints service that puts customers at the centre of every decision.

In this varied role, you'll primarily take ownership of Stage 1 complaints from start to finish. You'll carry out thorough investigations, gather evidence and produce clear, well-reasoned responses. You'll work closely with colleagues across the organisation to resolve issues fairly and ensure complaints are managed in line with regulatory requirements and agreed timescales.

You'll also support the wider complaints process when required. Contributing to service improvements and helping deliver better outcomes for our customers.

A Basic DBS check is required for this role.

More About You

• Experience managing complaints or other complex casework within a customer-focused or regulated environment
• Experience investigating cases and producing high-quality written responses
• Strong problem-solving skills, with the ability to make balanced and well-informed decisions
• Excellent written and verbal communication skills
• Ability to manage a varied workload, prioritise effectively and meet regulatory deadlines
• Great attention to detail, with the ability to maintain accurate records and case notes
• Confident building relationships and working collaboratively across multiple teams
• Ability to remain calm, professional and resilient when handling sensitive or challenging situations
• Good working knowledge of Microsoft Office and CRM or case management systems
• GCSEs (or equivalent) in Maths and English (Grades A*–C)

Choosing us is easy
This is an exciting opportunity to shape the future of our complaints service and help us achieve our ambition of being a sector-leading, award-winning function. If you’re motivated by quality, customer experience, and leading people to success, this could be the perfect role for you.

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
• 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
• Access to a wide range of staff discounts

Inclusion at A2Dominion
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 resourcing@a2dominion.co.uk

We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply or 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 Kate Jacobs.