Hybrid Complaints Resolution Specialist

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

Benefits offered by this job

Generous time off

Health & wellbeing support

Financial perks

Job summary

Accent Group Ltd is recruiting a Complaints Resolution role in Peterborough on a hybrid basis. The post holder will guide customers through the complaints process, log and escalate issues, and coordinate evidence to support service improvement, with a spot salary of £26,505 per year.

You’ll be the first point of contact by phone and email, maintaining confidential records and collaborating with cross‑functional teams to drive timely responses and learning that helps us better serve families and

Qualifications

• Experience in customer service and handling escalated queries.
• Strong listening and empathy to support upset customers.
• Ability to log, track and follow up complaints accurately.

Responsibilities

• Be the first point of contact for complaints via phone and email.
• Log complaints and escalation requests; manage mailboxes.
• Gather information, chase outstanding actions, flag risks or delays.
• Coordinate evidence to support Housing Ombudsman activity.
• Maintain confidential records and track remedies for learning.

Skills

Customer service

Communication

Organization

IT literacy

Tools

CRM systems

Job description

Accent Group Ltd is recruiting a Complaints Resolution role in Peterborough on a hybrid basis. The post holder will guide customers through the complaints process, log and escalate issues, and coordinate evidence to support service improvement, with a spot salary of £26,505 per year.

You’ll be the first point of contact by phone and email, maintaining confidential records and collaborating with cross‑functional teams to drive timely responses and learning that helps us better serve families and