Impactful Complaints Resolution Specialist

Accent Group Limited; Peterborough; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

28 days holiday plus bank holidays

Birthday day off available

Health plan

Pension options (Defined Contribution/

Flexible working

Career development

Job summary

Accent Group Limited in Peterborough is seeking a customer-focused Complaints Resolution Partner to join our busy Complaints team. You will investigate issues, work with contractors and internal teams, craft clear, empathetic responses, and keep customers informed within regulated timescales to ensure compliant outcomes.

This 12-month fixed-term contract is hybrid with initial onsite training. We offer generous leave, a health plan, pension options, flexible working, and development

Qualifications

• Extensive complaint handling experience in a regulated environment.
• Exceptional customer service skills with empathy and impartiality.
• Process-oriented with a focus on timescales and regulatory compliance.
• Strong influencing and stakeholder engagement abilities.
• Meticulous attention to detail and clear written/oral communication.

Responsibilities

• Investigate issues thoroughly, coordinating with contractors and internal teams.
• Provide clear, empathetic, accurate responses that reflect professionalism.
• Manage multiple cases in a fast-paced environment while keeping customers updated.
• Adhere to regulated timescales and Housing Ombudsman requirements.
• Identify learning opportunities to drive fair outcomes and service improvement.

Skills

Complaint handling

Customer service

Process orientation

Stakeholder engagement

Attention to detail

Job description

Accent Group Limited in Peterborough is seeking a customer-focused Complaints Resolution Partner to join our busy Complaints team. You will investigate issues, work with contractors and internal teams, craft clear, empathetic responses, and keep customers informed within regulated timescales to ensure compliant outcomes.

This 12-month fixed-term contract is hybrid with initial onsite training. We offer generous leave, a health plan, pension options, flexible working, and development