At a Glance
- Tasks: Resolve customer complaints and provide exceptional service to ensure satisfaction.
- Company: Join a mission-driven organisation dedicated to providing safe homes for families.
- Benefits: Enjoy 28 days holiday, health plans, gym discounts, and a birthday day off.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in complaint handling and strong communication skills are essential.
The predicted salary is between 30000 - 31000 £ per year.
Salary: £31,805 per annum (£17.48 per hour)
Location: Hybrid, Peterborough (fully onsite during training)
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 resilientComplaints Resolution Partnerto 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.
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 PartnerInterviews
We want your candidate experience to reflect who we are -aplace 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 canmake 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’sa place to belong.
If you have any queries about the role, please email:PeopleServices@accentgroup.org
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
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.
#J-18808-Ljbffr
Complaints Resolution Partner in Peterborough employer: Accent Housing
Join a forward-thinking organisation in Peterborough that is dedicated to making a meaningful impact on society by providing safe and affordable homes. As a Complaints Resolution Partner, you will thrive in a supportive work culture that values empathy, collaboration, and professional growth, with opportunities to develop your skills and advance your career. Enjoy a comprehensive benefits package including generous holiday allowance, health and wellbeing support, and a commitment to your future through pension schemes and life assurance.
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 experience to what they care about during interviews.
✨Tip Number 2
Practice your communication skills! Since this role is all about resolving complaints, being able to articulate your thoughts clearly and empathetically is key. Try mock interviews with friends or family.
✨Tip Number 3
Showcase your problem-solving skills! Prepare examples of how you've handled complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Complaints Resolution Partner in Peterborough
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Complaints Resolution Partner role. Highlight your relevant experience in complaint handling and customer service, showing us how you meet the specific requirements mentioned in the job description.
Showcase Your Skills:We want to see your strong communication skills and empathy shine through in your application. Use examples from your past experiences to demonstrate how you've successfully resolved complaints and supported customers in challenging situations.
Be Process-Oriented:Since this role requires a keen eye for detail and a process-driven mindset, make sure to mention any experience you have with regulated environments or structured complaint handling processes. This will show us that you're ready to tackle the challenges of the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at Accent Housing
✨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 an Ombudsman. This will help you answer questions confidently and show that you're serious about the position.
✨Showcase Your Empathy
During the interview, be prepared to demonstrate your empathy and communication skills. Use examples from your past experiences where you successfully resolved complaints by listening to customers and addressing their concerns. This will highlight your ability to connect with customers and provide a first-class service.
✨Prepare for Scenarios
Since the second stage involves scenario-based questions, think of specific situations where you had to handle difficult complaints. Prepare a few STAR (Situation, Task, Action, Result) responses that showcase your problem-solving skills and how you managed to resolve issues effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how success is measured in the role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
