At a Glance
- Tasks: Support customers by resolving complaints and turning challenges into positive outcomes.
- Company: Join a mission-driven organisation dedicated to providing safe, affordable homes for all.
- Benefits: Competitive salary, hybrid working, and clear progression opportunities.
- Other info: Dynamic team culture with a focus on personal growth and meaningful impact.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in complaint handling and exceptional customer service skills required.
The predicted salary is between 17.48 - 17.48 £ per hour.
A place to create moments that matter.
Location: Hybrid, Peterborough (fully onsite during training)
Contract: Permanent and 12 month Fixed Term opportunities, full‑time
Hours: 35 hours per week, Monday to 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.
Salary
The spot salary for the Complaints Resolution Partner post is £31,805 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.
The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening, before an offer is confirmed.
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 date: 18th
Complaints Resolution Partner employer: Accent Group Ltd
Accent is an exceptional employer that prioritises employee well-being and professional growth, offering a flexible hybrid working environment across various locations. With a strong commitment to sustainability and community impact, employees are empowered to lead innovative asset management strategies while enjoying generous benefits, including extensive holiday, health support, and career development opportunities. Join us to be part of a purpose-driven organisation dedicated to creating thriving, environmentally conscious communities.
