Hybrid Contact Centre Advisor — Multichannel Customer Support

Peabody Trust; Basildon; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

30 days annual leave

2 volunteering days

Flexible benefits scheme

Life assurance

Up to 10% pension

Job summary

Peabody is seeking a Contact Centre Advisor to be the voice that makes a difference for residents. You will handle multi-channel enquiries and signpost to specialist teams when needed, contributing to a positive customer experience.

The role is hybrid, based between home and our Pitsea office. Successful candidates will complete a three-week full-time training programme at Pitsea, and shifts run 08:00–18:00, Mon–Fri, with visa sponsorship not available.

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

Contact centre experience

Excellent communication

Organisational skills

CRM systems (Genesys)

Tools

CRM software

Genesys

Job description

Peabody is seeking a Contact Centre Advisor to be the voice that makes a difference for residents. You will handle multi-channel enquiries and signpost to specialist teams when needed, contributing to a positive customer experience.

The role is hybrid, based between home and our Pitsea office. Successful candidates will complete a three-week full-time training programme at Pitsea, and shifts run 08:00–18:00, Mon–Fri, with visa sponsorship not available.