Complaints Resolution Partner

Accent Group Limited; Peterborough; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

28 days holiday plus bank holidays

Birthday day off available

Health plan

Pension options (Defined Contribution/

Flexible working

Career development

Job summary

Accent Group Limited in Peterborough is seeking a customer-focused Complaints Resolution Partner to join our busy Complaints team. You will investigate issues, work with contractors and internal teams, craft clear, empathetic responses, and keep customers informed within regulated timescales to ensure compliant outcomes.

This 12-month fixed-term contract is hybrid with initial onsite training. We offer generous leave, a health plan, pension options, flexible working, and development

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Exceptional customer service skills with empathy and impartiality.
• Process-oriented with a focus on timescales and regulatory compliance.
• Strong influencing and stakeholder engagement abilities.
• Meticulous attention to detail and clear written/oral communication.

Responsibilities

• Investigate issues thoroughly, coordinating with contractors and internal teams.
• Provide clear, empathetic, accurate responses that reflect professionalism.
• Manage multiple cases in a fast-paced environment while keeping customers updated.
• Adhere to regulated timescales and Housing Ombudsman requirements.
• Identify learning opportunities to drive fair outcomes and service improvement.

Skills

Complaint handling

Customer service

Process orientation

Stakeholder engagement

Attention to detail

Job description

Complaints Resolution Partner

A place to create moments that matter

Salary: £31,805 per annum (£17.48 per hour)

Location: Hybrid, Peterborough (fully onsite during training)

Contract: 12 month Fixed Term Contract, 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.

If you’re empathetic, organised, a strong communicator and passionate about providing great customer experiences, we’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.

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

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.

Because this isn't just a workplace - it's a place where you 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.