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 families.
- Benefits: Enjoy 28 days holiday, health support, and career development opportunities.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Make a real impact on 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 15439 - 16210 £ per year.
A place to create moments that matter.
Location: Peterborough - fully onsite during training, moving to hybrid afterwards.
Contract: 12‑month fixed term, part‑time (17.5 hours per week).
Hours: 4–4.5 hours per day across 4 days (must include Monday), between 8am and 6pm, Monday–Friday.
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 £15,439 per annum (FTE £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: 17th 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: 24th February at our Peterborough office.
Benefits
- Generous time off – 28 days holiday plus bank holidays (pro‑rata for part time), 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. Feel free to email any queries about the role to PeopleServices@accentgroup.org.
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 in Peterborough employer: Accent Group Ltd
Join a company that prioritises making a meaningful impact on society while offering a supportive and inclusive work environment. As a Complaints Resolution Partner in Peterborough, you'll benefit from generous time off, health and wellbeing support, and extensive career development opportunities, all while working in a culture that values empathy and collaboration. This is more than just a job; it's a chance to contribute to positive change and be part of a team that champions customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Partner in Peterborough
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you connect your experiences to what they care about during interviews.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to complaints resolution. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 3
Don’t forget to prepare questions for your interviewer! This shows your interest in the role and helps you determine if it’s the right fit for you. Ask about team dynamics or how success is measured in the role.
✨Tip Number 4
Apply through our website for a smoother process! It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll be one step closer to making a difference in customers' lives!
We think you need these skills to ace Complaints Resolution Partner in Peterborough
Some tips for your application 🫡
Show Your Empathy:When writing your application, make sure to highlight your ability to empathise with customers. Use examples that demonstrate how you've turned difficult situations into positive outcomes, as this is key for the Complaints Resolution Partner role.
Be Clear and Concise:Your written responses should reflect clarity and professionalism. Avoid jargon and keep your language straightforward. This will help us see your strong communication skills right from the start!
Tailor Your Application:Make sure to tailor your application to the job description. Highlight your complaint handling experience and any relevant regulations you’re familiar with. This shows us you’ve done your homework and understand what we’re looking for.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Accent Group Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Resolution Partner inside out. Familiarise yourself with common complaints handling processes and the regulations set by the Housing Ombudsman. This will help you answer questions confidently and show that you're serious about the position.
✨Show Empathy in Action
Since this role is all about supporting customers through tough times, be prepared to demonstrate your empathy during the interview. Think of examples from your past experience where you turned a negative situation into a positive outcome for a customer. This will highlight your ability to connect with people and resolve issues effectively.
✨Prepare for Scenarios
Expect scenario-based questions that test your problem-solving skills. Practice how you would handle specific complaints or challenging situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, ensuring you clearly outline your thought process and the impact of your actions.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! This shows your interest in the role and helps you gauge if it’s the right fit for you. Consider asking about the team dynamics, how success is measured in the role, or what challenges the team is currently facing. It’s a great way to demonstrate your curiosity and engagement.
