Peabody

Our Vacancy
Executive Enquiries Advisor – Help Resolve Complex Customer Issues and Drive Service Improvement
Are you an experienced customer service or complaints professional who thrives on resolving complex issues and delivering excellent outcomes? As an
Executive Enquiries Advisor
, you'll play a vital role in managing high-profile enquiries and complaints received through the CEO's office, MPs and Councillors, ensuring customers receive timely, professional and effective resolutions.
Working within our Contact Centre &amp; Complaints team, you'll collaborate with colleagues across the business to investigate concerns, provide clear responses and help drive continuous service improvement through insight and learning.
What You'll Be Doing
<ul>
<li>Manage and resolve escalated complaints and enquiries received via the CEO's office, MPs and Councillors.</li>
<li>Ensure all responses comply with the Housing Ombudsman Complaint Handling Code and agreed service standards.</li>
<li>Work closely with internal teams to investigate issues and coordinate effective resolutions.</li>
<li>Maintain accurate records and case information, ensuring transparency and accountability throughout the process.</li>
<li>Identify complaint trends and provide feedback to support service improvements and better customer outcomes.</li>
</ul>
What You'll Bring
<ul>
<li>Experience managing complaints, escalations or customer enquiries within a customer service, contact centre or housing environment.</li>
<li>Strong knowledge of the Housing Ombudsman Complaint Handling Code and complaint resolution best practice.</li>
<li>Excellent written and verbal communication skills, with the ability to draft professional responses for a variety of audiences.</li>
<li>Strong organisational skills with the ability to manage multiple cases, priorities and deadlines.</li>
<li>A resilient, customer-focused approach with excellent judgement and problem-solving abilities.</li>
</ul>
Essential Requirements
<ul>
<li>Experience in a customer service, complaints or escalation handling role.</li>
<li>Ability to investigate issues, analyse information and provide effective resolutions.</li>
<li>Experience using CRM systems and customer management software.</li>
<li>Strong stakeholder management and relationship-building skills.</li>
<li>High levels of accuracy, attention to detail and professionalism.</li>
</ul>
Why Join Us?
When you join Peabody, you're joining a team guided by our values:
Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together.
We're committed to delivering excellent service to our residents and creating a workplace where everyone feels supported, included and empowered.
What We Offer
<ul>
<li>30 days annual leave, plus bank holidays</li>
<li>Up to 10% pension contribution</li>
<li>Life assurance at 4x salary</li>
<li>Flexible benefits scheme</li>
<li>Employee Assistance Programme</li>
<li>Ongoing learning and development opportunities</li>
</ul>
Please read before applying
<ul>
<li>This role is based in Pitsea (SS13).</li>
<li>You'll be responsible for handling complex and high-profile customer enquiries and complaints.</li>
<li>Experience of complaint handling and delivering excellent customer outcomes is essential.</li>
<li>You must have the right to work in the UK. Peabody is unable to provide visa sponsorship for this role.</li>
</ul>
Interviews will be on 3rd &amp; 4th November in person at our Pitsea office.
Please apply by submitting an
anonymised CV
and answering the application questions.
Got questions? Reach out to
George Murphy, Talent Specialist
, at
<a href="mailto:george.murphy@peabody.org.uk" rel="nofollow noopener" target="_blank">george.murphy@peabody.org.uk</a>
We reserve the right to close this advert early should we receive a high volume of applications.

Executive Enquiries Advisor

Executive Enquiries Advisor

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