At a Glance
- Tasks: Support customers by resolving complaints and turning challenges into positive outcomes.
- Company: A leading organisation dedicated to providing safe, affordable homes for families.
- Benefits: Generous holiday, health support, financial perks, and career development opportunities.
- Other info: Inclusive workplace with a focus on personal growth and community involvement.
- Why this job: Make a real impact on people's lives while growing your career 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.
Salary: £31,805 per annum (£17.48 per hour)
Location: Hybrid, Peterborough (fully onsite during training)
Contract: Permanent, 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.
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.
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.
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: 29th & 30th September 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 date: 6th October 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 (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.
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
Complaints Resolution Partner employer: Accent Housing Group
Accent is an exceptional employer that prioritises the well-being and development of its employees, offering a supportive hybrid work environment in Peterborough. With a strong focus on community impact, employees benefit from a culture of collaboration and continuous improvement, alongside opportunities for professional growth through training and system upgrades. Join us to make a meaningful difference while enjoying a fulfilling career in a vibrant and inclusive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Partner
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accent Housing Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accent Housing Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Resolution Partner
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accent Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Accent Housing Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accent Housing Group!
How to prepare for a job interview at Accent Housing Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
