Leasehold Customer Resolution Officer
| Posting date: | 19 June 2026 |
|---|---|
| Salary: | £34,800 to £36,631 per year |
| Hours: | Full time |
| Closing date: | 02 July 2026 |
| Location: | 113 Uxbridge Road, Ealing, W5 5TL |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | A2Dominion |
| Job type: | Contract |
| Job reference: | Leasehold Customer Resolution Officer |
Summary
Job title: Leasehold Customer Resolution Officer
Salary: £34,800.00 - £36,631.00 per annum
Contract type: 6-month fixed term contract
Working hours: 35hpw across Monday – Friday
Location: Hybrid / 113 Uxbridge Road, Ealing, W5 5TL
DBS Level: Standard DBS
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
As Leasehold Customer Resolution Officer, you will support the effective management and resolution of customer complaints by engaging with residents and internal teams to fully understand issues, drive timely resolution, and provide high-quality information to support formal responses. This role will also contribute to service improvement through analysis of complaints, identification of trends, and delivery of lessons learnt to enhance customer experience and reduce repeat issues.
Key responsibilities
* Engage proactively and professionally with customers to fully understand the nature, history, and impact of complaints, ensuring regular communication and timely updates throughout the resolution process.
* Monitor, track, and manage actions arising from complaints and investigations, ensuring agreed timescales, service standards, and regulatory requirements are consistently met.
* Liaise with internal departments, operational teams, contractors, and external partners to coordinate investigations, gather evidence, and support effective complaint resolution
* Effectively manage a varied caseload of complaints and customer cases, prioritising risk, identifying complex or high-profile issues, and escalating concerns where appropriate.
* Carry out trend analysis, root cause reviews, and lessons learnt exercises to identify recurring themes, service failures, and opportunities for continuous improvement.
* Present findings, recommendations, and performance insights to managers and stakeholders, contributing to service improvement plans and customer experience initiatives.
* Build positive working relationships with colleagues and stakeholders to encourage collaborative problem-solving and a consistent approach to service delivery.
* Ensure all complaint handling activities are conducted in accordance with company procedures, housing regulations, data protection requirements, and customer service standards.
About you
* GCSE (or equivalent) in Maths and English (Grade A*–C)
* A TPI qualification, or other relevant property or housing professional membership or relevant experience
* Minimum of 1 years experience of delivering front line (customer facing) services
* Strong experience in leasehold or property management essential, including customer‑facing services and service charges.
* Good knowledge of current housing and leasehold legislation
* Experience of investigation and resolution of complex and multi-faceted complaints in a regulated environment, taking ownership up to resolution
* Excellent written and verbal skills including the ability to present in high pressured environments
* Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved
* Ability to analyse data, identify trends and make informed decisions
* Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
Why A2Dominion?
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)
* Up to 8% contributory pension
* 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.
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 minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please 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 Hollie Furness. Closing date for this role is 02 July 2026; we reserve the right to close this role upon appointment of a successful candidate.
Salary: £34,800.00 - £36,631.00 per annum
Contract type: 6-month fixed term contract
Working hours: 35hpw across Monday – Friday
Location: Hybrid / 113 Uxbridge Road, Ealing, W5 5TL
DBS Level: Standard DBS
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
As Leasehold Customer Resolution Officer, you will support the effective management and resolution of customer complaints by engaging with residents and internal teams to fully understand issues, drive timely resolution, and provide high-quality information to support formal responses. This role will also contribute to service improvement through analysis of complaints, identification of trends, and delivery of lessons learnt to enhance customer experience and reduce repeat issues.
Key responsibilities
* Engage proactively and professionally with customers to fully understand the nature, history, and impact of complaints, ensuring regular communication and timely updates throughout the resolution process.
* Monitor, track, and manage actions arising from complaints and investigations, ensuring agreed timescales, service standards, and regulatory requirements are consistently met.
* Liaise with internal departments, operational teams, contractors, and external partners to coordinate investigations, gather evidence, and support effective complaint resolution
* Effectively manage a varied caseload of complaints and customer cases, prioritising risk, identifying complex or high-profile issues, and escalating concerns where appropriate.
* Carry out trend analysis, root cause reviews, and lessons learnt exercises to identify recurring themes, service failures, and opportunities for continuous improvement.
* Present findings, recommendations, and performance insights to managers and stakeholders, contributing to service improvement plans and customer experience initiatives.
* Build positive working relationships with colleagues and stakeholders to encourage collaborative problem-solving and a consistent approach to service delivery.
* Ensure all complaint handling activities are conducted in accordance with company procedures, housing regulations, data protection requirements, and customer service standards.
About you
* GCSE (or equivalent) in Maths and English (Grade A*–C)
* A TPI qualification, or other relevant property or housing professional membership or relevant experience
* Minimum of 1 years experience of delivering front line (customer facing) services
* Strong experience in leasehold or property management essential, including customer‑facing services and service charges.
* Good knowledge of current housing and leasehold legislation
* Experience of investigation and resolution of complex and multi-faceted complaints in a regulated environment, taking ownership up to resolution
* Excellent written and verbal skills including the ability to present in high pressured environments
* Confident and proactive approach to problem-solving ensuring matters are swiftly and satisfactorily resolved
* Ability to analyse data, identify trends and make informed decisions
* Good working knowledge and experience of IT packages/software (Microsoft Office, outlook, Word, Excel, CRM system) to maximise own efficiency and effectiveness
Why A2Dominion?
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)
* Up to 8% contributory pension
* 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.
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 minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please 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 Hollie Furness. Closing date for this role is 02 July 2026; we reserve the right to close this role upon appointment of a successful candidate.