Customer Complaints Resolution Specialist

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

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.