Customer Complaints Resolution Specialist

hireful; Peterborough; Hybrid; GBP 31,000 - 33,000; Full time

Benefits offered by this job

Generous holidays

Health plan & wellbeing

Car leasing options

Pension & life cover

Family-friendly policies

Career development

Job summary

Hireful is partnering with a housing charity to recruit a Complaints Resolution Partner in Peterborough. This role focuses on customer‑centred handling of stage 1 and 2 complaints within a regulated environment, ensuring timely, fair outcomes and clear communication with customers.

You will investigate issues, work with contractors and internal teams, and craft empathetic, accurate written responses while maintaining Housing Ombudsman compliance in a fast paced, hybrid setting.

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Exceptional customer service skills with the ability to listen, empathise and respond impartially.
• Ability to work within a regulated process with defined timescales and escalation points.

Responsibilities

• Investigate complaints in a regulated environment, ensuring timely and fair outcomes.
• Collaborate with contractors and internal teams to determine what happened and why.
• Draft clear, empathetic, accurate written responses reflecting professionalism.
• Manage multiple cases in a fast-paced team and keep customers updated throughout the process.
• Ensure compliance with Housing Ombudsman requirements and maintain a solution-focused approach.

Skills

Complaint handling

Customer service

Regulated environment knowledge

Stakeholder engagement

Attention to detail

Communication skills

Job description

Hireful is partnering with a housing charity to recruit a Complaints Resolution Partner in Peterborough. This role focuses on customer‑centred handling of stage 1 and 2 complaints within a regulated environment, ensuring timely, fair outcomes and clear communication with customers.

You will investigate issues, work with contractors and internal teams, and craft empathetic, accurate written responses while maintaining Housing Ombudsman compliance in a fast paced, hybrid setting.