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- 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.
Complaints Resolution Partner
A place to create moments that matter
Salary: £30,878 per annum
Location: Peterborough, Hybrid (3 days in the office)
Permanent, 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
We’re looking for a customer‑focused, curious and resilient Complaints Resolution Partner to join our busy Complaints team. This is a role where you can genuinely make a difference – supporting customers when things haven’t gone as expected and helping turn difficult moments into positive outcomes.
You’ll investigate issues thoroughly, working closely with contractors and internal teams to understand what happened. Your clear, well‑written responses will reflect empathy, accuracy and professionalism, helping customers feel heard and supported.
You’ll be working in a fast‑paced environment, managing multiple cases at once and keeping customers updated throughout the process. You’ll need to work confidently to regulated timescales and ensure we remain compliant with Housing Ombudsman requirements – all while maintaining a friendly, calm and solution‑focused approach.
By following our policies and using your insight to spot learning opportunities, you’ll contribute to fair outcomes, continuous improvement and stronger relationships with our customers. Your work won’t just resolve complaints – it will help shape better services for the future.
If you’re empathetic, organised, a strong communicator and passionate about providing great customer experiences, we’d love to hear from you.
To view/download the Complaints Resolution Partner job description please click .
Salary
The spot salary for the Complaints Resolution Partner post is £30,878 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
- You\’ll have extensive complaint handling experience in a regulated environment, dealing with stage 1 and/or 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: 12th and 13th February via Teams
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: 19th or 20th February at our Peterborough office.
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’ve got big ambitions and we’re looking for people who want to grow with us. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because we believe great work deserves great rewards, here’s what you can look forward to:
Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
Career development – From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more – we’ll help you grow and succeed.
This is more than a job – it’s a place where you can make an impact, feel valued, and be rewarded for what you do .
We’re Committed to Inclusion
We believe diversity makes us stronger and we’re committed to creating a place where everyone feels valued, respected, and able to thrive.
Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know – we’ll make it happen.
Because this isn’t just a workplace – it’s a place to belong .
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.
If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.
Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.
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.
