At a Glance
- Tasks: Support customers by resolving complaints and turning challenges into positive outcomes.
- Company: A leading housing organisation dedicated to providing safe, affordable homes.
- Benefits: Generous holiday, health support, financial perks, and career development opportunities.
- Other info: Inclusive workplace committed to diversity and personal growth.
- 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 and 12-month Fixed Term opportunities, full-time
Hours: 35 hours per week, Monday to Friday between 8am and 6pm
Thousands of families across the country rely on our client for a safe, affordable home. And as the housing crisis deepens, the work they do has never been more important. It's this belief - that everyone deserves a place to call home - that drives everything they do. Together, they find new ways to understand and champion their 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
Our client is looking for a customer-focused, curious and resilient Complaints Resolution Partner to join their 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 they remain compliant with Housing Ombudsman requirements - all while maintaining a friendly, calm and solution-focused approach. By following their policies and using your insight to spot learning opportunities, you’ll contribute to fair outcomes, continuous improvement and stronger relationships with their 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, they’d love to hear from you.
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 they 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 they 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 PARTNER INTERVIEWS
Our client wants your candidate experience to reflect who they 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 they’ll get to know you – your experience, goals, and what you bring. Planned date: 18th & 19th August 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: 26th August at their Peterborough office.
A PLACE TO BUILD A FUTURE
They’ve got big ambitions and they’re looking for people who want to grow with them. 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 they 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 their 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 their leadership development programme, apprenticeships, and more – they’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.
COMMITTED TO INCLUSION
They believe diversity makes them stronger and they’re committed to creating a place where everyone feels valued, respected, and able to thrive. Their recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let them know – they’ll make it happen. Because this isn’t just a workplace – it’s a place to belong.
Complaints Resolution Partner in Peterborough employer: Hireful
At Hireful, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to thrive. Located in Banbury, our hybrid work options provide flexibility, while our commitment to professional development ensures that you have ample opportunities for growth within the company. With competitive salaries and a supportive team environment, we are dedicated to making your experience both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Partner in Peterborough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hireful. 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 Hireful 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 in Peterborough
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 Hireful:Your cover letter is your chance to shine! Tell us why you want to work at Hireful 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 Hireful!
How to prepare for a job interview at Hireful
✨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.
