Empathetic Complaints Specialist

ACCENT housing; Peterborough; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Generous time off

Health & wellbeing support

Financial perks

Job summary

Accent housing in Peterborough is seeking a Complaints Resolution Partner to join our busy Complaints team. You will investigate issues thoroughly, work with contractors and internal teams, and craft clear, empathetic responses to reflect fairness and professionalism.

In a fast-paced, regulated environment you will manage multiple cases, meet timescales, stay compliant with Housing Ombudsman requirements, and contribute to service improvements that reduce repeat complaints.

Qualifications

• Extensive complaint handling experience in a regulated environment (Ombudsman awareness).
• Exceptional customer service skills with empathetic, impartial responses.

Responsibilities

• Investigate issues thoroughly and collaborate with contractors and internal teams.
• Respond clearly and empathetically, ensuring timely, compliant resolutions.
• Manage multiple cases in a fast-paced environment and keep customers updated.

Skills

Complaint handling

Customer service

Process orientation

Influencing & stakeholder engagement

Attention to detail

Verbal & written communication

Job description

Accent housing in Peterborough is seeking a Complaints Resolution Partner to join our busy Complaints team. You will investigate issues thoroughly, work with contractors and internal teams, and craft clear, empathetic responses to reflect fairness and professionalism.

In a fast-paced, regulated environment you will manage multiple cases, meet timescales, stay compliant with Housing Ombudsman requirements, and contribute to service improvements that reduce repeat complaints.