Complex Case Manager

Job Introduction

Location: Staines

Hybrid Working: 3 office days (including Tuesdays & Thursdays), 2 days from home.

DBS Level: Basic

About the Role

We're looking for a proactive and customer-focused Complex Case Manager to join our Repairs Resolution team.

In this role, you'll take ownership of a varied caseload of complex repairs issues, including complaint cases and complex cases involving a number of teams and vulnerable customers. Acting as the key point of contact for residents, you'll manage cases from investigation through to resolution, ensuring concerns are addressed effectively, repairs are completed, and customers feel supported throughout the process.

Working closely with residents, contractors, internal teams, legal services, and external stakeholders such as the Housing Ombudsman, you'll coordinate solutions, manage risks, and drive positive outcomes. Your ability to build trust, communicate with empathy, and navigate challenging situations will play a vital role in improving residents' homes and experiences.

Key Responsibilities

• Manage complex repair cases through to resolution.
• Act as the main point of contact for residents, providing regular updates and support.
• Investigate complaints and deliver fair, timely, and customer-focused outcomes.
• Build strong relationships with residents, contractors, and internal stakeholders to drive successful case resolution.
• Coordinate complex case reviews and stakeholder meetings.
• Prepare responses for the Housing Ombudsman and other external bodies.
• Manage access cases in partnership with operational and legal teams.
• Maintain accurate case records and management information.
• Support vulnerable residents and signpost appropriate services where required.
• Ensure all interactions are handled with empathy, professionalism, and care.

More About You

• Educated to GCSE level (or equivalent), including Maths and English.
• Experienced in managing complex customer cases within housing, property, repairs or a maintenance environment.
• Knowledge of housing legislation.
• Experience resolving complex customer issues.
• Strong communication and customer service skills.
• The ability to explain technical information clearly and confidently.
• Excellent organisational and problem-solving skills.
• Experience maintaining accurate records and case management systems.
• Good IT skills, including Microsoft Office and housing management systems.

About Us

A2Dominion is more than a housing provider. We are a not‑for‑profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.

Choosing Us Is Easy

As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:

• 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
• Up to 8% contributory pension
• A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
• Access to a wide range of staff discounts
• Ongoing learning and development opportunities
• We also operate a Cycle to Work Scheme

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 essential criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team.

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.

Becci Zapala is managing this vacancy – [email protected]