Complaints & Resolution Caseworker

Complaints & Resolution Caseworker focuses on provide excellent customer service through clear, empathetic communication via phone, correspondence, or face‑to‑face interactions.

What the role involves

• Provide excellent customer service through clear, empathetic communication via phone, correspondence, or face‑to‑face interactions.
• Aim to resolve complaints at the earliest stage with well-planned, resolution‑focused actions.
• Managing complex and ongoing complaints, ensuring fair and consistent decision‑making.
• Preparing detailed documentation for Stage 2 reviews and attend panel meetings when needed.
• Maintaining accurate and comprehensive records on Dynamics (CRM).
• Build strong relationships across internal teams to ensure coordinated and responsive case resolution.

Confirmed role details

• Ealing / Hybrid.
• With a focus on problem-solving and collaboration, you’ll help us deliver a.

Additional role context

• June 2026 and we reserve the right to close early upon appointment of the right.