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.
- Benefits: Enjoy 28 days holiday, health perks, 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 growing your skills in a supportive environment.
- Qualifications: Experience in complaint handling and exceptional customer service skills required.
The predicted salary is between 15439 - 30878 € per year.
A place to create moments that matter.
Salary: £15,439 per annum (FTE £30,878 per annum, £16.97 per hour)
Location: Hybrid, Peterborough (fully onsite during training)
Contract: 9‑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.
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. 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. 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. 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: 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. 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 in Peterborough employer: Accent Housing
At Accent, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that values every team member's contributions. As a Complaints Resolution Partner in Peterborough, you'll enjoy generous benefits including 28 days of holiday, health and wellbeing support, and extensive career development opportunities, all while making a meaningful impact in the lives of families across the country. Join us to be part of a mission-driven organisation where your skills can truly shine and help shape better services for the future.
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 projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨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 role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Prepare for scenario-based questions! Think about past experiences where you've successfully resolved issues or handled difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
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 application to highlight how your experience aligns with the role of Complaints Resolution Partner. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills:Since this role requires excellent written communication, take the time to craft clear and concise responses. Demonstrate your ability to empathise and support customers through your writing style.
Highlight Relevant Experience:Don’t forget to mention any previous complaint handling experience, especially in regulated environments. We want to see how you've successfully resolved issues and contributed to positive outcomes.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves!
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 the Ombudsman. This will help you answer questions confidently and show that you're serious about the position.
✨Show Empathy
Since this role is all about supporting customers through tough situations, practice demonstrating empathy in your responses. Think of examples from your past experiences where you turned a negative situation into a positive outcome. This will highlight your ability to connect with customers and resolve issues effectively.
✨Prepare for Scenarios
Expect scenario-based questions during the interview. Prepare by thinking through how you would handle specific complaints or challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your problem-solving skills and attention to detail.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of complaints you might handle, or how success is measured in the role. This shows your genuine interest in the position and helps you determine if it’s the right fit for you.
