Executive Enquiries Advisor

Peabody; Basildon; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

30 days annual leave

Pension contribution

Life Assurance

Employee Assistance Programme

Ongoing learning and development

Job summary

Peabody in Pitsea, Essex, is seeking an Executive Enquiries Advisor to manage high-profile enquiries and complex complaints, delivering timely, professional resolutions. You will handle escalated cases from the CEO's office, MPs and Councillors, ensuring responses meet service standards and Housing Ombudsman guidelines.

Working in the Contact Centre & Complaints team, you will investigate issues with internal colleagues, maintain accurate case records, identify trends and drive service

Qualifications

• Experience managing complaints, escalations or customer enquiries in a customer service environment.
• Strong knowledge of complaint handling best practices and Housing Ombudsman Code.
• Excellent written and verbal communication; ability to draft professional responses.

Responsibilities

• Manage escalated complaints and enquiries via the CEO's office, MPs and Councillors.
• Ensure responses comply with Housing Ombudsman Complaint Handling Code and service standards.
• Collaborate with internal teams to investigate issues and coordinate resolutions.
• Maintain accurate case records and transparency throughout processes.
• Identify complaint trends and support service improvements.

Skills

Complaint handling

Escalations

Customer enquiries

Communication

Organisational skills

Stakeholder management

Judgement & problem solving

Tools

CRM systems

Job description

The following content displays a map of the jobs location - Pitsea, Essex

Vacancy Reference peabodygroup/TP/1231/1461

Number of Positions:

2

Contract Type:

Permanent Full Time

Monday to Friday, 08:00 - 18:00

Working Hours:

35

Location:

Closing Date:

23/10/2026

Vacancy Category:

Customer Services

Service Area:

Directorate:

Operations

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 & 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

• Manage and resolve escalated complaints and enquiries received via the CEO's office, MPs and Councillors.
• Ensure all responses comply with the Housing Ombudsman Complaint Handling Code and agreed service standards.
• Work closely with internal teams to investigate issues and coordinate effective resolutions.
• Maintain accurate records and case information, ensuring transparency and accountability throughout the process.
• Identify complaint trends and provide feedback to support service improvements and better customer outcomes.

What you'll bring

• Experience managing complaints, escalations or customer enquiries within a customer service, contact centre or housing environment.
• Strong knowledge of the Housing Ombudsman Complaint Handling Code and complaint resolution best practice.
• Excellent written and verbal communication skills, with the ability to draft professional responses for a variety of audiences.
• Strong organisational skills with the ability to manage multiple cases, priorities and deadlines.
• A resilient, customer-focused approach with excellent judgement and problem-solving abilities.
• Experience in a customer service, complaints or escalation handling role.
• Ability to investigate issues, analyse information and provide effective resolutions.
• Experience using CRM systems and customer management software.
• Strong stakeholder management and relationship-building skills.
• High levels of accuracy, attention to detail and professionalism.

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

• 30 days annual leave, plus bank holidays
• Up to 10% pension contribution
• Life assurance at 4x salary
• Employee Assistance Programme
• Ongoing learning and development opportunities

Please read before applying

• This role is based in Pitsea (SS13).
• You'll be responsible for handling complex and high-profile customer enquiries and complaints.
• Experience of complaint handling and delivering excellent customer outcomes is essential.
• You must have the right to work in the UK. Peabody is unable to provide visa sponsorship for this role.

Interviews will be on 3rd & 4th November in person at our Pitsea office.

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

We reserve the right to close this advert early should we receive a high volume of applications.