Overview

Complaints Resolution Partner, Guardian Jobs – Peterborough, Hybrid (3 days in the office)

Salary: £30,878 per annum.
Hours: 35 per week, Monday to Friday, between 8am and 6pm.
Contract Type: Permanent.

About the Role

Always motivated to achieve brilliant standards of service, the Complaints Resolution Partner provides a first-class customer experience based on trust. They endeavour to provide the best service to ensure customers feel safe and secure in their homes, and they work to resolve issues efficiently when things don\'t go to plan. You will liaise with contractors and internal departments to thoroughly investigate complaints, gather evidence, provide clear, detailed responses to customers, seek feedback, and resolve complaints within set timescales to enable continuous service improvement.

This is a great opportunity to make a difference for customers and gain exposure across the business.

Responsibilities

• Handle complaints (Stage 1 and Stage 2) in a regulated environment, adhering to applicable Ombudsman regulations and defined timescales.
• Communicate clearly, empathetically, and professionally with customers, contractors, and internal teams.
• Investigate circumstances, gather evidence, perform root cause analysis, and provide impartial responses.
• Collaborate with other departments to drive continuous improvement of the service.
• Document interactions accurately and maintain meticulous attention to detail in all written and verbal communications.

About You

You will have extensive complaint handling experience in a regulated environment, with knowledge of Stage 1 and Stage 2 processes and Ombudsman regulations. You should have exceptional customer service skills, the ability to listen attentively, and respond impartially. You will be process-oriented, with strong problem-solving skills and a drive to resolve issues within given timeframes. You will also have strong influencing and stakeholder engagement skills to collaborate with other departments. Excellent written and verbal communication skills are essential.

Stage Interviews

• Stage 1: A Place to Connect – Initial call with the hiring manager to discuss experience, goals, and fit. Planned date: 14 October.
• Stage 2: A Place to Show Your Strengths – Behavioral and scenario-based interview, with a presentation and a Customer Service questionnaire in advance. Planned date: 23 October.

Benefits and Perks

A place to build a future with big ambitions. Benefits include: 28 days of holiday plus bank holidays (pro rata for part-time), birthday leave, option to purchase additional leave, cash health plan, gym discounts, a day to volunteer, pension schemes (Defined Contribution and Defined Benefit) via salary sacrifice, and life assurance at three times salary. Reasonable adjustments available in recruitment on request.

Additional Information

Please note: You must have current eligibility to live and work in the UK. The organization does not currently sponsor work permits. They work with preferred suppliers and do not accept unsolicited CVs or approaches from agencies for this role.

If you’re looking for a place where you can make a positive difference to society, apply now.