Hybrid Complaints Resolution Specialist – Housing

Accent Housing Group; Alwalton; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

28 days holiday plus bank holidays

Birthday day off

Health & wellbeing support

Car leasing options

Pension schemes

Flexible working

Job summary

Accent Housing Group is seeking a Complaints Resolution Partner to join its busy Complaints team in Peterborough on a hybrid basis. You will investigate issues, speak with contractors and internal teams, and deliver empathetic, accurate responses to customers within regulated timescales.

The role focuses on fair outcomes, continuous improvement, and strong customer support. Training will be provided, with progression opportunities and a competitive salary.

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Excellent customer service with empathy and impartiality.
• Ability to work within defined regulatory timescales and processes.
• Strong stakeholder engagement with other departments to investigate issues.
• Meticulous attention to detail in written and verbal communication.

Responsibilities

• Investigate complaints thoroughly and reflect empathy and professionalism in responses.
• Work with contractors and internal teams to understand what happened.
• Manage multiple cases in a fast paced environment and keep customers updated.
• Ensure compliance with Housing Ombudsman requirements and timelines.
• Contribute to learning opportunities and service improvements.

Skills

Complaint handling

Customer service

Regulated processes

Stakeholder engagement

Attention to detail

Job description

Accent Housing Group is seeking a Complaints Resolution Partner to join its busy Complaints team in Peterborough on a hybrid basis. You will investigate issues, speak with contractors and internal teams, and deliver empathetic, accurate responses to customers within regulated timescales.

The role focuses on fair outcomes, continuous improvement, and strong customer support. Training will be provided, with progression opportunities and a competitive salary.