Resident Resolution Specialist

Peabody; Basildon; On-site; GBP 24,000 - 30,000; Full time

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Job description

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.