Complaints Resolution Partner

hireful; Peterborough; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Generous holidays

Health plan & wellbeing

Car leasing options

Pension & life cover

Family-friendly policies

Career development

Job summary

Hireful is partnering with a housing charity to recruit a Complaints Resolution Partner in Peterborough. This role focuses on customer‑centred handling of stage 1 and 2 complaints within a regulated environment, ensuring timely, fair outcomes and clear communication with customers.

You will investigate issues, work with contractors and internal teams, and craft empathetic, accurate written responses while maintaining Housing Ombudsman compliance in a fast paced, hybrid setting.

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Exceptional customer service skills with the ability to listen, empathise and respond impartially.
• Ability to work within a regulated process with defined timescales and escalation points.

Responsibilities

• Investigate complaints in a regulated environment, ensuring timely and fair outcomes.
• Collaborate with contractors and internal teams to determine what happened and why.
• Draft clear, empathetic, accurate written responses reflecting professionalism.
• Manage multiple cases in a fast-paced team and keep customers updated throughout the process.
• Ensure compliance with Housing Ombudsman requirements and maintain a solution-focused approach.

Skills

Complaint handling

Customer service

Regulated environment knowledge

Stakeholder engagement

Attention to detail

Communication skills

Job description

COMPLAINTS RESOLUTION PARTNER

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.

They 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

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.