Resident Resolution Advisor

Peabody; Basildon; In loco; GBP 24.000 - 30.000; Tempo pieno

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Peabody is seeking a Resident Resolution Advisor for our Pitsea office to handle complex resident enquiries, focusing on repairs, service failures and escalations. You will work with internal teams and contractors to investigate issues and provide residents with clear updates throughout their journey.

The role requires strong communication, organised multi-tasking and a calm, professional approach under pressure.

Competenze

• Experience in customer service or contact centre.
• Strong communication and stakeholder management.
• Ability to handle complex enquiries and escalations.

Mansioni

• Manage complex resident enquiries related to repairs, service failures and escalations, delivering timely resolutions.
• Collaborate with colleagues and contractors to investigate issues and gather information.
• Act as escalation point for unresolved queries and drive them through to conclusion.
• Maintain accurate CRM records with clear audit trails and consistent resident communication.
• Ensure all activities comply with Housing Ombudsman Code and regulatory requirements.

Descrizione del lavoro

Our Vacancy

Resident Resolution Advisor

Location: Pitsea, Essex

Interview Date: Wednesday 18th November 2026.

Do you thrive on solving problems, managing complex customer enquiries and delivering excellent outcomes for residents? Are you confident handling challenging situations, working with multiple stakeholders and ensuring residents receive timely, effective resolutions?

We're looking for a Resident Resolution Advisor to join our Contact Centre & Complaints team. In this role, you'll take ownership of complex resident queries, particularly those relating to repairs, service failures and escalated concerns. You'll work closely with internal teams and contractors to investigate issues, identify solutions and provide residents with clear, accurate updates throughout their journey.

About The Role

As a Resident Resolution Advisor, you will:

• Manage complex resident enquiries relating to repairs, communal repairs and service failures, ensuring concerns are resolved as quickly and effectively as possible.
• Work collaboratively with colleagues and contractors to investigate issues, gather information and coordinate resolutions.
• Act as an escalation point for enquiries that cannot be resolved at initial contact, taking ownership through to conclusion.
• Maintain accurate records within CRM systems, ensuring clear audit trails and consistent communication with residents.
• Ensure all activities are carried out in line with the Housing Ombudsman Complaint Handling Code and relevant regulatory requirements.

About You

You'll have experience working within a customer service, contact centre or resident-facing environment and be confident handling complex enquiries and escalations. You'll be an excellent communicator, able to build rapport with residents and stakeholders across a range of channels while remaining calm and professional under pressure. Strong organisational skills, effective time management and the ability to manage competing priorities are essential. Experience within social housing or a similar public service environment would be advantageous, as would knowledge of CRM systems and contact centre platforms. Most importantly, you'll be passionate about delivering outstanding resident service and creating positive outcomes for customers.

Important information

This role requires experience managing complex customer enquiries and working to service level agreements. The successful candidate will regularly handle escalated resident concerns and must be able to demonstrate a strong understanding of customer service best practice and the Housing Ombudsman Complaint Handling Code.

Recruitment process

Interviews for this role will take place in-person at our Pitsea office on Wednesday 18th November 2026.

If you have any further questions about the vacancy, please contact Harry Lund, Talent Specialist, at [e-mail].