At a Glance
- Tasks: Help customers resolve complaints and turn challenges into positive outcomes.
- Company: A leading organisation dedicated to providing safe, affordable homes for families.
- Benefits: Competitive salary, 28 days holiday, health support, and career development opportunities.
- Other info: Flexible working hours and a supportive, inclusive environment for growth.
- Why this job: Make a meaningful impact while supporting families in need of housing.
- Qualifications: Experience in complaint handling and excellent customer service skills required.
The predicted salary is between 15439 - 15439 £ per year.
A place to create moments that matter.
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 rely on our client for a safe, affordable home. As the housing crisis deepens, the work they do has never been more important. They believe everyone deserves a place to call home, and that belief drives everything they do. Together, they champion their customers, support them and drive positive change. For a career that makes a meaningful impact, this is the place to be.
About the role:
Our client is looking for a customer‑focused, curious and resilient Complaints Resolution Partner to join their busy team. You'll support customers when things haven't gone as expected and help turn difficult moments into positive outcomes. You'll investigate issues thoroughly, working with contractors and internal teams to understand what happened. Your clear, well‑written responses will reflect empathy, accuracy and professionalism. Working in a fast‑paced environment, you'll manage multiple cases, keep customers updated, and meet regulated timescales. You'll ensure compliance with Housing Ombudsman requirements while maintaining a calm, solution‑focused approach. By following policy and identifying learning opportunities, you'll help deliver fair outcomes, continuous improvement and stronger customer relationships.
Salary: The spot salary is £15,439 per annum (FTE £30,878). If you're still developing some skills or experience, you may start 5% or 10% below this, with clear support to progress.
About you:
- Extensive complaint handling experience in a regulated environment (stage 1 and/or stage 2)
- Awareness of Ombudsman regulations
- Excellent customer service skills with empathy and impartiality
- Strong process focus and ability to meet set timescales
- Influencing and stakeholder engagement skills
- Strong attention to detail and communication skills (written and verbal)
Interviews:
- Stage 1: A Place to Connect – informal call with the hiring manager
- Stage 2: A Place to Show Your Strengths – behavioural and scenario interview, including a presentation and Customer Service questionnaire
A place to build a future:
Our client offers opportunities to grow, supported by training, development programmes and a collaborative environment where your ideas matter. Benefits include:
- 28 days holiday plus bank holidays (pro rata), birthday leave and option to buy more
- Health and wellbeing support including cash health plan, online GP and gym discounts
- Financial perks including salary sacrifice schemes and discounts
- Pension schemes and life assurance (3x salary)
- Family‑friendly policies and flexible working
- Career development including leadership programmes and apprenticeships
Our client is committed to inclusion and creating a workplace where everyone feels valued and able to thrive. Their recruitment process is accessible, and they'll support any reasonable adjustments you need. Please note: Applicants must have the right to work in the UK. The organisation does not hold a sponsorship licence. They may close the role early if they receive a high volume of applications. Apply now to make a positive difference.
Complaints Resolution Partner in Cambridge employer: EASYWEBRECRUITMENT.COM
Our client is an exceptional employer, dedicated to creating a supportive and inclusive work environment in Peterborough. With a strong focus on employee growth, they offer comprehensive training programmes, flexible working arrangements, and generous benefits such as 28 days of holiday plus bank holidays and health and wellbeing support. Join a team that values your contributions and empowers you to make a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Partner in Cambridge
✨Tip Number 1
Get to know the company before your interview! Research their values and mission, especially around customer service and complaints resolution. This will help you tailor your responses and show that you're genuinely interested in making a positive impact.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers and internal teams, being clear and empathetic is key. Try role-playing common scenarios with a friend to boost your confidence and refine your approach.
✨Tip Number 3
Prepare for the behavioural interview by thinking of examples from your past experiences. Focus on how you've handled complaints or difficult situations, and highlight your problem-solving skills. We want to see how you turn challenges into opportunities!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our team in making a difference for families in need.
We think you need these skills to ace Complaints Resolution Partner in Cambridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaint handling and customer service. We want to see how your skills align with the role of a Complaints Resolution Partner, so don’t hold back on showcasing your relevant achievements!
Showcase Your Empathy:Since this role is all about turning difficult moments into positive outcomes, let your empathy shine through in your written responses. We’re looking for candidates who can communicate with compassion and professionalism, so share examples that demonstrate this.
Be Clear and Concise:When writing your application, clarity is key! We appreciate well-structured responses that get straight to the point. Avoid jargon and keep your language simple, ensuring we can easily understand your experiences and qualifications.
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 shows you’re keen to join our team and make a positive difference!
How to prepare for a job interview at EASYWEBRECRUITMENT.COM
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Resolution Partner. Familiarise yourself with common complaints in the housing sector and the relevant Ombudsman regulations. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Show Empathy
Since this role involves dealing with customers who may be upset or frustrated, practice how to convey 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 customer service skills and ability to handle complaints effectively.
✨Prepare for Scenarios
Expect to face behavioural and scenario-based questions during the interview. Prepare by thinking through potential situations you might encounter as a Complaints Resolution Partner. Outline how you would approach these scenarios, focusing on your problem-solving skills and ability to meet timescales while maintaining professionalism.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, training opportunities, and how success is measured in this role. This shows your enthusiasm for the position and helps you gauge if the company culture aligns with your values.
