Complaints Resolution Partner

Accent Housing Group; Cambridgeshire and Peterborough; Hybrid; GBP 27,000 - 37,000; Full time

Benefits offered by this job

28 days holiday

Health & wellbeing

Car leasing

Pension schemes

Life assurance

Flexible working

Career development

Job summary

Accent Housing Group is seeking a Complaints Resolution Partner to join the busy Complaints team in Peterborough. You will investigate issues, engage with contractors and internal teams, and respond to customers with empathy and accuracy.

The role requires handling multiple cases within regulatory timescales and maintaining a calm, solution-focused approach. The position offers a hybrid working arrangement with an on-site requirement during training and a permanent, full-time contract.

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Exceptional customer service skills with empathy and impartiality.
• Process-oriented with strong time-management to meet regulated timescales.

Responsibilities

• Investigate issues thoroughly and collaborate with contractors and internal teams.
• Provide clear, empathetic, well-written responses to customers.
• Manage multiple cases in a fast-paced environment and keep customers updated.
• Ensure compliance with Housing Ombudsman requirements and learn from learning opportunities.

Skills

Complaint handling

Regulated environment

Customer service

Stakeholder engagement

Attention to detail

Verbal and written communication

Job description

Salary: £31,805 per annum (£17.48 per hour)
Location: Hybrid, Peterborough (fully onsite during training)
Contract: Permanent, full-time
Hours: 35 hours per week, Monday to Friday between 8am and 6pm.

Thousands of families across the country rely on us for a safe, affordable home. And as the housing crisis deepens, the work we do has never been more important

It's this belief - that everyone deserves a place to call home - that drives everything we do. Together, we find new ways to understand and champion our 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

We're looking for a customer-focused, curious and resilient Complaints Resolution Partner to join our 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 our customers. Your work won’t just resolve complaints - it will help shape better services for the future.

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 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.

Complaints Resolution Partner Interviews

Stage 1: A Place to Connect

A call 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: 29th & 30th September 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: 6th October 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 (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 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.

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