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- Tasks: Support customers by resolving complaints and turning challenges into positive outcomes.
- Company: A leading housing organisation dedicated to making a difference in people's lives.
- Benefits: Competitive salary, generous holiday, and opportunities for career growth.
- Why this job: Make a real impact on society while developing your skills in a supportive environment.
- Qualifications: Experience in complaint handling and exceptional customer service skills required.
- Other info: Join a dynamic team focused on continuous improvement and customer satisfaction.
The predicted salary is between 30878 - 34466 £ per year.
A place to create moments that matter.
Salary: £30,878 per annum
Location: Peterborough, Hybrid (3 days in the office)
Contract Type: Permanent
Hours: 35 hours per week, Monday - 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:
They’re 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 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 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.
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.
A place to build a future:
They’ve got big ambitions and they’re looking for people who want to grow with them. 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.
Complaints Resolution Partner in Peterborough employer: hireful
Contact Detail:
hireful Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Resolution Partner in Peterborough
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. We can learn so much from their experiences and insights, plus it shows your genuine interest in the company.
✨Tip Number 2
Prepare for the interview by practising common questions related to complaints resolution. We should focus on showcasing our empathy and problem-solving skills, as these are key for the role.
✨Tip Number 3
Follow up after your interview with a thank-you email. It’s a great way to reiterate your enthusiasm for the position and remind them why we’d be a perfect fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows that you’re serious about joining their mission to make a difference.
We think you need these skills to ace Complaints Resolution Partner in Peterborough
Some tips for your application 🫡
Show Your Empathy: When writing your application, make sure to highlight your ability to empathise with customers. Use examples that demonstrate how you've turned difficult situations into positive outcomes, as this is key for the Complaints Resolution Partner role.
Be Clear and Concise: Your written responses should reflect clarity and professionalism. Avoid jargon and keep your language straightforward. This will show us that you can communicate effectively, which is crucial in resolving complaints.
Highlight Your Experience: Make sure to detail your complaint handling experience, especially in regulated environments. We want to see how you've dealt with stage 1 and/or stage 2 complaints, so don’t hold back on sharing those stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at hireful
✨Know the Company Inside Out
Before your interview, take some time to research the company’s mission and values. Understand their approach to customer service and complaints resolution. This will help you align your answers with what they stand for and show that you’re genuinely interested in making a difference.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully resolved complaints or handled difficult customers. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your experience and problem-solving skills effectively.
✨Showcase Your Empathy
As a Complaints Resolution Partner, empathy is key. Be ready to discuss how you’ve listened to customers’ concerns and made them feel heard. Practising active listening techniques can also help you convey this during the interview.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team. Inquire about the challenges they face in complaints resolution or how they measure success. This shows your enthusiasm for the position and helps you gauge if it’s the right fit for you.
