Complaints Resolution Partner A place to create moments that matter Salary: £30,878 per annum Location : Peterborough, Hybrid (3 days in the office) Contract Type: Permanent Hours: 35 hours per week, Monday - Friday between 8am and 6pm. Thousands of families across the country rely on our client for a safe, affordable home. And as the housing crisis deepens, the work they do has never been more important. It’s this belief - that everyone deserves a place to call home - that drives everything we do. Together, they find new ways to understand and champion their customers, support them and drive positive change. For a career that means more and makes a meaningful impact on society, this is the place to be. About the role Always motivated to achieve brilliant standards of service, their Complaints Resolution Partners provide a first-class customer experience based on trust to their customers. Whilst they endeavour to always provide the best service to ensure their customers feel safe and secure in their homes, things don’t always 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 their 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. Salary The spot salary for the Complaints Resolution Partner 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. About you You will have extensive complaint handling experience in a regulated environment, dealing with stage 1 and stage 2 complaints including the awareness of the regulations set out by an Ombudsman. You'll also have exceptional customer service skills, with the ability to listen attentively, empathise with customers, and respond impartially. As we adhere to a regulated process with defined timescales for handling complaints, you'll be process-oriented, driven by a passion for problem-solving and ensuring issues are resolved within given timeframes. Strong influencing and stakeholder engagement skills are essential, as you'll collaborate with other departments to investigate circumstances and conduct thorough root cause analysis. Meticulous attention to detail, accuracy, and excellent verbal and written communication skills are crucial as we strive to resolve complaints with a positive outcome. Complaints Resolution Partner Interviews They want your candidate experience to reflect who they are - a place to grow, a place to thrive, a place to be you. Stage 1: A Place to Connect A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring. Planned dates: 14th October Stage 2: A Place to Show Your Strengths A behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to prepare a presentation and complete a Customer Service questionnaire in advance. Planned dates: 23rd October They aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step. A place to build a future They have big ambitions. That means they need people who are driven to succeed and eager to grow. You’ll have the opportunity to learn new skills, thrive in their collaborative environment, and take your career in different directions. They also support your health and wellbeing with 28 days of holiday plus bank holidays (pro rata for part time) – an extra day to celebrate your birthday and the option to purchase more – cash health plan, gym discounts, and a dedicated day to volunteer for a cause that matters to you. And because they believe in supporting you now and in the future, this is a place to plan for your future – with access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, helping you save more efficiently. They also provide life assurance at three times your salary for all colleagues, giving you added peace of mind. If you require reasonable adjustments to any part of their recruitment process, please let them know they will ensure requirements are met. Please don’t delay in submitting your application. Where roles are urgent or they receive a high volume of applications, they may interview and conclude the process prior to any closing date indicated. Please note candidates must have current eligibility to live and work in the UK, Our client do not currently hold a sponsorship license. If you’re looking for a place you can make a positive difference to society, to their organisation and to your future, apply now. Recruitment Agencies: They work exclusively with partners on their preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role. 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-224 194