Complaints Resolution Partner

Description:

A place to create moments that matter

Salary: £15,439 per annum (FTE £30,878 per annum, £16.97 per hour)
Location: Hybrid, Peterborough (fully onsite during training)
Contract: 9‑month fixed term, part‑time (17.5 hours per week)
Hours: 4–4.5 hours per day across 4 days (must include Monday), between 8am and 6pm, Monday–Friday

Thousands of families rely on us for a safe, affordable home. As the housing crisis deepens, the work we do has never been more important. We believe everyone deserves a place to call home, and that belief drives everything we do. Together, we champion our customers, support them and drive positive change. For a career that makes a meaningful impact, this is the place to be.

About the role

We’re looking for a customer‑focused, curious and resilient Complaints Resolution Partner to join our busy team. You’ll support customers when things haven’t gone as expected and help turn difficult moments into positive outcomes.

You’ll investigate issues thoroughly, working with contractors and internal teams to understand what happened. Your clear, well‑written responses will reflect empathy, accuracy and professionalism.
Working in a fast‑paced environment, you’ll manage multiple cases, keep customers updated, and meet regulated timescales. You’ll ensure compliance with Housing Ombudsman requirements while maintaining a calm, solution‑focused approach.

By following policy and identifying learning opportunities, you’ll help deliver fair outcomes, continuous improvement and stronger customer relationships.

Salary

The spot salary is £15,439 per annum (FTE £30,878). If you’re still developing some skills or experience, you may start 5% or 10% below this, with clear support to progress.

About you

• Extensive complaint handling experience in a regulated environment (stage 1 and/or stage 2)
• Awareness of Ombudsman regulations
• Excellent customer service skills with empathy and impartiality
• Strong process focus and ability to meet set timescales
• Influencing and stakeholder engagement skills
• Strong attention to detail and communication skills (written and verbal)

Interviews

Stage 1: A Place to Connect – informal call with the hiring manager
Stage 2: A Place to Show Your Strengths – behavioural and scenario interview, including a presentation and Customer Service questionnaire

A place to build a future

We offer opportunities to grow, supported by training, development programmes and a collaborative environment where your ideas matter.

Benefits include:

• 28 days holiday plus bank holidays (pro rata), birthday leave and option to buy more
• Health and wellbeing support including cash health plan, online GP and gym discounts
• Financial perks including salary sacrifice schemes and discounts
• Pension schemes and life assurance (3x salary)
• Family‑friendly policies and flexible working
• Career development including leadership programmes and apprenticeships

We’re committed to inclusion and creating a workplace where everyone feels valued and able to thrive. Our recruitment process is accessible, and we’ll support any reasonable adjustments you need.

Please note: Applicants must have the right to work in the UK. We do not hold a sponsorship licence. We may close the role early if we receive a high volume of applications.

Apply now to make a positive difference.

REF-(Apply online only)