At a Glance
- Tasks: Help customers resolve complaints and turn challenges into positive outcomes.
- Company: A mission-driven organisation dedicated to providing safe, affordable homes.
- Benefits: 28 days holiday, health support, flexible working, and career development opportunities.
- Other info: Join a collaborative team where your ideas are valued and growth is encouraged.
- Why this job: Make a real impact in people's lives while developing your skills in a supportive environment.
- 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:
- 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 Peterborough employer: Hireful
Join a company that is dedicated to making a meaningful impact in the community, providing safe and affordable homes for families in need. With a strong focus on employee growth, you will benefit from comprehensive training programmes, flexible working arrangements, and a supportive work culture that values your ideas and contributions. Enjoy generous benefits including 28 days of holiday, health and wellbeing support, and opportunities for career advancement in a collaborative environment located in Peterborough.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Resolution Partner in Peterborough
✨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, we love seeing candidates who are proactive about their job search. Good luck!
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 your experience in complaint handling and customer service. Use keywords from the job description to show that you understand what we're looking for.
Show Your Empathy:In your written responses, reflect empathy and professionalism. Remember, we want to see how you can turn difficult moments into positive outcomes, so share examples that showcase your ability to connect with customers.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate well-structured responses that demonstrate your attention to detail and communication skills, so avoid fluff and get straight to the important bits.
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 this meaningful role. We can't wait to hear from you!
How to prepare for a job interview at Hireful
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints Resolution Partner. Familiarise yourself with the company's values and how they support their customers. This will help you demonstrate your alignment with their mission during the conversation.
✨Showcase Your Empathy
Since this role requires excellent customer service skills, prepare examples that highlight your ability to handle complaints with empathy and professionalism. Think of specific situations where you turned a negative experience into a positive outcome for a customer.
✨Be Ready for Scenarios
Expect behavioural and scenario-based questions in the second stage of the interview. Practice responding to common complaints you might encounter in this role, focusing on your thought process and how you would resolve issues while adhering to regulations.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions ready to ask the hiring manager. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your values. Consider asking about their approach to continuous improvement in customer service.
