Executive Enquiries & Complaints Specialist

Peabody; Basildon; Sur place; GBP 30 000 - 42 000; Plein temps

Avantages offerts par ce poste

30 days annual leave

Pension contribution

Life Assurance

Employee Assistance Programme

Ongoing learning and development

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaint handling

Escalations

Customer enquiries

Communication

Organisational skills

Stakeholder management

Judgement & problem solving

Outils

CRM systems

Description du poste

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