Customer Complaints & Resolution Specialist

Changeworknow is part of the Access Group; Peterborough; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Birthday day off

Cash health plan

Gym discounts

Pension schemes

Life assurance

Parental leave

Flexible working

Leadership Academy

Job summary

Accent Group is seeking a Customer Complaints Advisor in Peterborough. The role is permanent, 35 hours per week, Monday–Friday between 8am and 6pm, with a spot salary of £26,505 per annum for fully meeting the requirements.

You will be the first point of contact for complaints by phone and email, log cases, and coordinate evidence for service improvement. We offer progression opportunities, comprehensive benefits, and inclusive recruitment.

Qualifications

• Experience handling complaints via phone and email.
• Ability to log complaints and escalate where needed.
• Strong attention to detail and data confidentiality.

Responsibilities

• Be the first point of contact for customers raising a complaint, requesting an update or seeking an escalation, providing clear, empathetic support by phone and email.
• Manage complaint mailboxes and accurately log complaints and escalation requests.
• Gather information, follow up outstanding actions and flag risks or delays.
• Coordinate evidence and requests to support Housing Ombudsman activity.
• Maintain confidential records and track remedies and learning to support service improvement.

Skills

Customer service

Empathy

Communication skills

Organisational skills

IT skills

Job description

Accent Group is seeking a Customer Complaints Advisor in Peterborough. The role is permanent, 35 hours per week, Monday–Friday between 8am and 6pm, with a spot salary of £26,505 per annum for fully meeting the requirements.

You will be the first point of contact for complaints by phone and email, log cases, and coordinate evidence for service improvement. We offer progression opportunities, comprehensive benefits, and inclusive recruitment.