Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Help resolve customer complaints and provide top-notch service in a supportive environment.
- Company: Accent Group is dedicated to providing safe, affordable homes for families across the UK.
- Benefits: Enjoy hybrid work, 28 days holiday, gym discounts, and a volunteering day.
- Why this job: Make a real impact on people's lives while developing your skills in a collaborative team.
- Qualifications: Experience in complaint handling and exceptional customer service skills are essential.
- Other info: Join us for a clear, supportive recruitment process and a chance to grow your career.
The predicted salary is between 30000 - 31000 £ per year.
Social network you want to login/join with:
Complaints Resolution Partner, Peterborough
col-narrow-left
Client:
Accent Group
Location:
Peterborough, United Kingdom
Job Category:
Other
–
EU work permit required:
Yes
col-narrow-right
Job Reference:
d7e2f1024869
Job Views:
5
Posted:
14.07.2025
Expiry Date:
28.08.2025
col-wide
Job Description:
Complaints Resolution Partner
A place to create moments that matter
Salary: £30,878 per annum
Location: Peterborough, Hybrid (3 days in the office)
6 months fixed term, 35 hours per week, Monday – Friday between 8am and 6pm.
Thousands of families across the country rely on us for a safe, affordable home. And as the housing crisis deepens, the work we do has never been more important.
It’s this belief – that everyone deserves a place to call home – that drives everything we do. Together, we find new ways to understand and champion our customers, support them and drive positive change.
For a career that means more and makes a meaningful impact on society, this is the place to be.
About the role
Always motivated to achieve brilliant standards of service, our Complaints Resolution Partners provide a first-class customer experience based on trust to our customers. Whilst we endeavour to always provide the best service to ensure our customers feel safe and secure in their homes, things don’t always go to plan.
It can be a stressful time when things go wrong so strong communication skills, empathy, professionalism, and resilience are key. You’ll liaise with contractors and internal departments to thoroughly investigate complaints and gather evidence to provide clear, detailed responses to our customers and seek their feedback to resolve their complaints within set timescales and enable continuous improvement of the service.
This is a great opportunity to make a difference for our customers and gain exposure across the business.
To view/download the Complaints Resolution Partner job description please click .
The spot salary for the Complaints Resolution Partner post is £30,272 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.
About you
You will have extensive complaint handling experience in a regulated environment, dealing with stage 1 and stage 2 complaints including the awareness of the regulations set out by an Ombudsman. You\’ll also have exceptional customer service skills, with the ability to listen attentively, empathise with customers, and respond impartially. As we adhere to a regulated process with defined timescales for handling complaints, you\’ll be process-oriented, driven by a passion for problem-solving and ensuring issues are resolved within given timeframes. Strong influencing and stakeholder engagement skills are essential, as you\’ll collaborate with other departments to investigate circumstances and conduct thorough root cause analysis. Meticulous attention to detail, accuracy, and excellent verbal and written communication skills are crucial as we strive to resolve complaints with a positive outcome.
Complaints Resolution Partner Interviews
We want your candidate experience to reflect who we are – a place to grow, a place to thrive, a place to be you.
Stage 1: A Place to Connect
A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.
Planned dates: 16th July
Stage 2: A Place to Show Your Strengths
A behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You\’ll be asked to prepare a presentation and complete a Customer Service questionnaire in advance.
Planned dates: 24th July
We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.
A place to build a future
We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here, you’ll have the opportunity to learn new skills, thrive in our collaborative environment and take your career in different directions. We also support your health and wellbeing with 28 days of holiday – plus the opportunity to purchase more – access to an online GP, gym discounts and a day to spend volunteering for a cause that matters to you.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.
Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
If you have any queries about the role, please email:
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
We are excited about our future and if you are too, we’d love to hear from you.
If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply today.
#J-18808-Ljbffr
Complaints Resolution Partner employer: Accent Group
Contact Detail:
Accent Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Partner
✨Tip Number 1
Familiarise yourself with the regulations set out by an Ombudsman, as this knowledge will be crucial during your interviews. Understanding these guidelines will not only help you answer questions more effectively but also demonstrate your commitment to compliance and quality service.
✨Tip Number 2
Prepare for the behavioural and scenario-based interview by thinking of specific examples from your past experience where you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your problem-solving skills and empathy.
✨Tip Number 3
Research Accent Group and their approach to customer service. Understanding their values and mission will allow you to tailor your answers to align with their goals, showing that you're not just a fit for the role but also for the company culture.
✨Tip Number 4
Practice your communication skills, as they are essential for this role. Consider role-playing scenarios with a friend or family member to enhance your ability to listen actively and respond empathetically, which will be key in handling customer complaints effectively.
We think you need these skills to ace Complaints Resolution Partner
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive complaint handling experience and exceptional customer service skills. Use specific examples that demonstrate your ability to empathise with customers and resolve issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for problem-solving and your commitment to providing a first-class customer experience. Mention your understanding of the regulations set out by an Ombudsman and how you can contribute to continuous improvement.
Prepare for Interviews: Anticipate questions related to your experience in handling complaints and your approach to customer service. Be ready to discuss real-life scenarios where you've successfully resolved issues, showcasing your strong communication and influencing skills.
Showcase Attention to Detail: When submitting your application, ensure all documents are free from errors and clearly formatted. This reflects your meticulous attention to detail, which is crucial for the role of Complaints Resolution Partner.
How to prepare for a job interview at Accent Group
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Complaints Resolution Partner. Familiarise yourself with the key skills required, such as empathy, communication, and problem-solving, so you can demonstrate how your experience aligns with these.
✨Prepare for Scenario-Based Questions
Since the interview will include scenario-based questions, think of examples from your past experiences where you've successfully resolved complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Showcase Your Communication Skills
As a Complaints Resolution Partner, strong communication is crucial. During the interview, practice active listening and articulate your thoughts clearly. This will not only show your communication skills but also your ability to empathise with customers.
✨Ask Insightful Questions
At the end of the interview, be prepared to ask insightful questions about the team dynamics, company culture, and how success is measured in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
