Complaints Resolution Partner

  • Job Reference: 215357
  • Date Posted: 9 July 2024
  • Recruiter: Accent Housing
  • Location: Peterborough
  • Salary: £30,272
  • Sector: Customer Service
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready to go above and beyond to deliver the best complaints resolution service to our customers?

We’re looking for Complaints Resolution Partners to join our Complaints Resolution team in Peterborough.

About the role and person:

Monday – Friday

Always motivated to achieve brilliant standards of service, our Complaints Resolution Partners provide a first-class customer experience based on trust with our customers. Whilst we endeavour to always provide the best customer service to ensure our customers feel safe and secure in their homes, things sometimes don’t go to plan. It can be a stressful time when things go wrong so strong communication skills, empathy, professionalism, and resilience are key.

You’ll liaise with contractors and internal departments to thoroughly investigate complaints and gather evidence to provide clear, detailed responses to our customers and seek their feedback to resolve their complaints within set timescales and enable continuous improvement of the service. This is a great opportunity to make a difference for our customers and gain exposure across the business.

What skills/behaviours do you need to be a Complaints Resolution Partner?
  • Excellent customer service skills with the ability to listen, put yourself in the customers shoes and respond objectively.
  • Process driven with a passion for problem solving and seeing issues through to resolution.
  • Strong attention to details when liaising and processing customer complaints.
  • Strong written and verbal communication skills.
  • Stakeholder engagement and influencing skills.
  • Ability to manage workload and deliver against set timescales.
  • Strong IT skills including MS Office.


The successful candidate will be required to live within a commutable distance to our Peterborough office.

We’re a keen promoter of agile working and encourage the use of working from home, as long as we meet our customer’s needs.

We’ll provide you with the equipment and software that you’ll need for the purpose of your role however it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.


The spot salary for this post is £30,272 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.   

What will you get from us?

In addition to a competitive salary and agile working, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.

You’ll also receive:
  • 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
  • A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
  • Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion.
  • Employee Assistance Programme.
  • "Hapi" Benefits App with multiple discounts.
  • Cycle to work scheme.
  • Free on-site gym
  • Free parking

Who are Accent?

We own around 20,400 houses across the North, East and South of the country. They are home to over 41,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.

If you feel great about putting customers first, then we feel great about you joining the Accent team.

And we are a team. We live and breathe our values – we are Smart, we are Driven, we are Caring and we are Inclusive – are you? If you can do what’s right and challenge what you think is wrong, relish the opportunity to work with some fabulous colleagues to improve the customer experience and make sure we keep to our promises, then you are the person we are looking for.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role, please email us.

Please note candidates must have current eligibility to live and work in the UK, Accent does not currently hold a sponsorship licence.

Join us and start your own journey with Accent. We aim to be number one, and you could help us get there.

You may also have experience in the following: Complaints Management, Resolution Advisor, Customer Service Advisor, Administration, Customer Care, Inbound Calls, Customer Service Officer, Admin Exec, Call Centre, CRM, Query Resolution, Contact Centre, CRM, Customer Service Executive, Customer Service Administrator etc.

REF-215 357