Empathetic Complaints Resolution Specialist

Accent Group Limited; Peterborough; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

28 days holiday

Birthday day off

Health & wellbeing support

Pension schemes via salary sacrifice

Car leasing options

Job summary

Accent Group Limited in Peterborough is recruiting a Complaints Resolution Administrator to be the first point of contact for customer complaints, providing calm, empathetic support by phone and email.

You will log complaints, coordinate information, support learning to improve services, and work across teams in a hybrid role with 35 hours weekly, Monday to Friday.

Join us to help customers feel heard and to drive service improvement in a supportive, inclusive environment.

Qualifications

• Excellent customer service with empathy.
• Proactive approach to solving problems.
• Strong organisation and attention to detail.
• Confident communication and calm under pressure.
• Strong IT skills and willingness to learn new software.

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

Organisation

Communication

Problem solving

Job description

Accent Group Limited in Peterborough is recruiting a Complaints Resolution Administrator to be the first point of contact for customer complaints, providing calm, empathetic support by phone and email.

You will log complaints, coordinate information, support learning to improve services, and work across teams in a hybrid role with 35 hours weekly, Monday to Friday.

Join us to help customers feel heard and to drive service improvement in a supportive, inclusive environment.