Customer Care & Resolution Specialist

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

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.