Complaints Resolution Partner

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

Benefits offered by this job

Health plan

Gym discounts

Birthday day off

Pension schemes

Flexible working options

Career development

Job summary

Accent Group Ltd. in Peterborough is recruiting a Complaints Resolution Partner to join our busy Complaints team. This hybrid role focuses on investigating customer issues, collaborating with contractors and internal departments, and delivering clear, empathetic responses within regulated timescales.

You will handle stage 1/2 complaints, maintain accuracy, and drive learning to improve services. We value strong communication and problem‑solving in a fast-paced environment.

Qualifications

• Extensive complaint handling in a regulated environment, including awareness of Ombudsman regulations.
• Strong customer service skills with attentive listening, empathy, and impartial responses.
• Process‑driven approach with meeting defined timescales and accuracy.
• Collaborates with departments to investigate, root cause analyze and resolve.

Responsibilities

• Investigate complaints thoroughly, keeping customers updated throughout the process.
• Collaborate with contractors and internal teams to understand what happened.
• Provide clear, empathetic, well‑written responses reflecting professionalism.
• Ensure compliance with Housing Ombudsman requirements and regulated timescales.

Skills

Complaint handling experience

Regulated environment experience

Customer service excellence

Process-oriented

Stakeholder engagement

Attention to detail

Job description

A place to create moments that matter

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.

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

Complaints Resolution Partner 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 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.

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]

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.

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