A place to create moments that matter
Salary: £30,878 per annum, £16.97 per hour
Location: Hybrid, Peterborough (fully onsite during training)
Contract: Permanent and 12 month Fixed Term opportunities, full-time
Hours: 35 hours per week, Monday to Friday between 8am and 5pm.
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 they 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
Our client is looking for a customer-focused, curious and resilient Complaints Resolution Partner to join their busy Complaints team. This is a role where you can genuinely make a difference - supporting customers when things haven't gone as expected and helping turn difficult moments into positive outcomes.
You'll investigate issues thoroughly, working closely with contractors and internal teams to understand what happened. Your clear, well-written responses will reflect empathy, accuracy and professionalism, helping customers feel heard and supported.
You'll be working in a fast-paced environment, managing multiple cases at once and keeping customers updated throughout the process. You'll need to work confidently to regulated timescales and ensure we remain compliant with Housing Ombudsman requirements - all while maintaining a friendly, calm and solution-focused approach.
By following their policies and using your insight to spot learning opportunities, you'll contribute to fair outcomes, continuous improvement and stronger relationships with their customers. Your work won't just resolve complaints - it will help shape better services for the future.
If you're empathetic, organised, a strong communicator and passionate about providing great customer experiences, they'd love to hear from you.
About you
* You'll have extensive complaint handling experience in a regulated environment, dealing with stage 1 and/or 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 they 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 they strive to resolve complaints with a positive outcome.
A place to build a future
Our client has big ambitions and they're looking for people who want to grow with them. Here, you'll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because they believe great work deserves great rewards, here's what you can look forward to:
* Generous time off – 28 days holiday plus bank holidays (pro-rata for part time), an extra day for your birthday, and the option to buy more.
* Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
* Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through their benefits platform to help your money go further.
* Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
* Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
* Career development – From internal management training programmes to their Leadership Academy, apprenticeships, and more – they'll help you grow and succeed.
This is more than a job – it's a place where you can make an impact, feel valued, and be rewarded for what you do.
We're Committed to Inclusion
Our client believes diversity makes them stronger and they're committed to creating a place where everyone feels valued, respected, and able to thrive.
Their recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let them know – they'll make it happen.
Because this isn't just a workplace – it's a place to belong.
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 does not currently hold a sponsorship license.
If you're looking for a place you can make a positive difference to society, to the organisation and to your future, apply now.
Recruitment Agencies: Our client works exclusively with partners on their preferred supplier list (PSL) and does not accept unsolicited CVs or speculative approaches from agencies for this role.
You may have experience of the following: Complaints Handler, Customer Resolution Specialist, Housing Complaints Advisor, Complaint Investigator, and Resident Liaison Officer.
REF-228 992