Complaints Resolution Administrator

Changeworknow is part of the Access Group; Peterborough; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Birthday day off

Cash health plan

Gym discounts

Pension schemes

Life assurance

Parental leave

Flexible working

Leadership Academy

Job summary

Accent Group is seeking a Customer Complaints Advisor in Peterborough. The role is permanent, 35 hours per week, Monday–Friday between 8am and 6pm, with a spot salary of £26,505 per annum for fully meeting the requirements.

You will be the first point of contact for complaints by phone and email, log cases, and coordinate evidence for service improvement. We offer progression opportunities, comprehensive benefits, and inclusive recruitment.

Qualifications

• Experience handling complaints via phone and email.
• Ability to log complaints and escalate where needed.
• Strong attention to detail and data confidentiality.

Responsibilities

• Be the first point of contact for customers raising a complaint, requesting an update or seeking an escalation, providing clear, empathetic support by phone and email.
• Manage complaint mailboxes and accurately log complaints and escalation requests.
• Gather information, follow up outstanding actions and flag risks or delays.
• Coordinate evidence and requests to support Housing Ombudsman activity.
• Maintain confidential records and track remedies and learning to support service improvement.

Skills

Customer service

Empathy

Communication skills

Organisational skills

IT skills

Job description

Permanent, 35 hours per week, Monday – Fridaybetween 8am and 6pm

With over 22,500 homes across the country, we’re responsible for supporting thousands of customers and their families.

We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.

I f you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.

Help customers feel heard - and help us make services better

Are you organised, proactive and someone who listens with care? Can you bring clarity to a difficult conversation and keep things moving when there are multiple priorities?

Join Accent’s Complaints Resolution Team in this new role, where your support will help customers navigate our complaints process with confidence. You’ll help people understand what happens next, make sure important information reaches the right colleagues and support the learning that improves our services.

This is a varied role with meaningful work and opportunities to collaborate with teams across Accent.

What you’ll do

• Be the first point of contact for customers raising a complaint, requesting an update or seeking an escalation, providing clear, empathetic support by phone and email.
• Manage complaint mailboxes and accurately log complaints and escalation requests.
• Gather information, follow up outstanding actions and flag risks or delays.
• Coordinate evidence and requests to support Housing Ombudsman activity.
• Maintain confidential records and track remedies and learning to support service improvement.

The spot salary for this post is £26,505per 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’re committed to excellent customer service, listening with empathy and responding calmly and respectfully, especially when customers are upset or frustrated.
• You take a proactive approach, using initiative to solve problems and keep things moving.
• Strong organisation and attention to detail, with the ability to balance multiple priorities.
• Confident communication and a calm approach to supporting frustrated customers.
• Initiative, an enquiring mind and sound judgement about when to elevate.
• You have strong IT skills, with confidence using digital systems to manage information and a willingness to learn new software.

The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening , before an offer is confirmed.

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 Teams interview 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. Planned date: 2 nd November via Teams.

Stage 2: A Place to Show Your Strengths

A role related assessment and behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Customer Service Questionnaire in advance. Planned date: 9 th November at our Peterborough office.

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, 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.

If you have any queries about the role, please email:[e-mail]

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.

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.