Contact Centre Advisor

Peabody; Basildon; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

30 days annual leave

Two volunteering days per year

Flexible benefits scheme

Employee discount portal

Life assurance at 4x salary

Up to 10% pension contribution

Job summary

Peabody is seeking a Contact Centre Advisor to deliver outstanding customer service across phone, email, live chat and social channels from a hybrid home/office setup in the Basildon area. You will help residents with enquiries, maintain records and signpost to specialists as needed, all while upholding our values.

The role requires strong communication, organisational skills and experience with CRM tools such as Genesys.

Qualifications

• Experience working in a contact centre or customer service environment.
• Excellent communication skills across telephone and digital channels.
• Strong organisational skills and the ability to manage multiple priorities.
• Experience using CRM systems and customer service technology, such as Genesys or similar platforms.

Responsibilities

• Handle customer enquiries across multiple channels, delivering excellent service and aiming for first-contact resolution.
• Provide accurate advice, resolve issues and signpost customers to specialist teams when needed.
• Maintain accurate customer records and update systems in line with procedures.
• Identify opportunities to improve services and share feedback to help enhance the customer experience.

Skills

Customer service experience

Communication skills

Organisational skills

Tools

CRM systems

Genesys

Job description

Contact Centre Advisor – Be the Voice That Makes a Difference

Are you passionate about helping people and delivering great customer service? As a Contact Centre Advisor, you'll be the first point of contact for Peabody residents, providing support across phone, email, live chat and social media to ensure every customer receives a positive and professional experience.

This is a fantastic opportunity to join a supportive team where you'll make a real difference every day while developing your skills and career.

What You'll Be Doing

• Handle customer enquiries across multiple channels, delivering excellent service and aiming for first-contact resolution.
• Provide accurate advice, resolve issues and signpost customers to specialist teams when needed.
• Maintain accurate customer records and update systems in line with procedures.
• Identify opportunities to improve services and share feedback to help enhance the customer experience.

What You'll Bring

• Experience working in a contact centre or customer service environment.
• Excellent communication skills across telephone and digital channels.
• Strong organisational skills and the ability to manage multiple priorities.
• Experience using CRM systems and customer service technology, such as Genesys or similar platforms.

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.

What We Offer

• 30 days annual leave, plus bank holidays
• Two paid volunteering days each year
• Flexible benefits scheme and employee discount portal
• Life assurance at 4x your salary
• Up to 10% pension contribution

Please read before applying

• This is a hybrid role, working between home and our Pitsea office.
• Homeworking is subject to successful competency sign-off and a suitable homeworking setup.
• You must be available to work rotating shifts between 08:00 and 18:00, Monday to Friday.
• Successful candidates must complete a three-week full-time training programme, delivered at our Pitsea office, Monday to Friday, 9:00am to 4:30pm.
• Peabody does not provide visa sponsorship.

Interviews will be held in our Pitsea office on Tuesday 22nd September. The format will consist of a short written test, followed by a face to face interview.

Got questions? Reach out to George Murphy, Talent Specialist, at [e-mail].

We reserve the right to close this advert early should we receive enough applications.