Contact Centre Advisor

Peabody; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A community-based organization in the Greater London area is looking for a Contact Centre Advisor. This hybrid role involves providing professional support and guidance across various channels, ensuring outstanding service to residents. The successful candidate will manage complaints and service enquiries, contributing to a positive experience. Applicants should have experience in customer service and be capable of working in a fast-paced environment. Competitive benefits are offered, including annual leave and flexible benefits.

Benefits

30 days’ annual holiday plus bank holidays

Two additional paid volunteering days

Flexible benefits scheme

Life assurance at 4x salary

Up to 10% pension contribution

Qualifications

• Proven track record of delivering excellent customer service.
• Experience in a target-driven environment.
• Strong ability to meet deadlines.

Responsibilities

• Deliver clear, accurate advice to residents across multiple channels.
• Handle routine maintenance enquiries and assess complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code.

Skills

Excellent customer service skills

Ability to work in a fast-paced environment

Strong organisational skills

Empathetic approach

Job description

Fixed term contracts – 3 for 12 months and 2 for 6 months

Ealing – hybrid working available

Ready to make a real difference for Peabody residents? Join us as a Contact Centre Advisor and become the first point of contact for our community. You’ll provide professional support and guidance across phone, email, web chat, and written correspondence -helping residents get the answers they need, when they need them. Whether you’re in the Voice team or the Triage team, your role is all about delivering outstanding customer service and ensuring every enquiry is handled with care and efficiency.

What you’ll do :

• Assess and direct resident complaints in line with the 2024 Housing Ombudsman Complaint Handling Code.
• Log, prioritise, and route complaints to the right teams while identifying and supporting vulnerable residents throughout the process.

Your empathetic, professional approach will help maintain positive relationships and ensure compliance every step of the way.

Key responsibilities

• Deliver clear, accurate advice and support to residents across multiple channels, ensuring timely updates and resolutions.
• Handle routine maintenance enquiries and assist with estate management services, while assessing, logging, and triaging complaints for appropriate resolution.
• Ensure compliance with the 2024 Housing Ombudsman Complaint Handling Code, maintaining accurate CRM records to meet audit and regulatory standards.
• Identify and support vulnerable residents throughout the complaints process, collaborating with internal teams such as Neighbourhood Management, Complaint Investigators, Resident Resolution, and Wellbeing.
• Contribute to team and individual performance targets.

What we’re looking for :

• A proven track record of delivering excellent customer service
• Experience working in a fast‑paced, target‑driven environment
• Strong ability to meet deadlines and performance targets
• Excellent organisation and administration skills
• A professional and empathetic approach to complaint handling

This is a hybrid role working between the Ealing office and home. Please note that a competency sign off is required to enable home working and you will need to ensure you have a suitable home working set‑up.

Please read before applying :

If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

Working Hours :

Our Contact Centre operates from Monday to Friday, 08.00 to 18.00. You will need to be available to work rotating shifts within this timeframe.

Please note we have three 12 month and two 6 month positions available.

At Peabody, we are committed to supporting your development. You will undergo a comprehensive training programme designed to provide you with all the tools and knowledge required to excel in your role. During this training period, which takes place full‑time at our Pitsea office, you will be assessed regularly to ensure you’re on track. The successful completion of these assessments is crucial to progressing in the role.

Please be aware that the training programme is a three‑week full‑time commitment, running from Monday to Friday, 9.00am to 4.30pm.

What we offer

• 30 days’ annual holiday, plus bank holidays
• Two additional paid volunteering days each year
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• 4 x salary life assurance
• Up to 10% pension contribution

Closing date : 1st January 2026.

Peabody does not provide sponsorship as a licensed UK employer.