Senior Enquiries & Complaints Specialist

Peabody; Basildon; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

30 days annual leave

Pension: up to 10%

Life assurance at 4x salary

Flexible benefits scheme

Employee Assistance Programme

Learning and development opportunities

Job summary

Peabody is seeking an Executive Enquiries Advisor to manage high-profile complaints and enquiries, primarily through the CEO's office, MPs and Councillors. You will investigate concerns, draft professional responses and drive continuous service improvements.

You’ll work within the Contact Centre & Complaints team, coordinating with internal colleagues to ensure timely, accurate resolutions and strong customer outcomes. This role is based in Pitsea, England.

Qualifications

• Experience handling complaints, escalations or customer enquiries.
• Knowledge of complaint handling codes and best practices.
• Ability to draft professional responses for diverse audiences.
• Proven ability to manage multiple cases to deadline.

Responsibilities

• Manage and resolve escalated complaints and enquiries via executive channels.
• Ensure responses comply with the Housing Ombudsman Code and service standards.
• Investigate issues and coordinate effective resolutions with internal teams.
• Maintain accurate case records and ensure transparency.
• Identify complaint trends and advise on service improvements.

Skills

Complaint handling

CRM systems

Stakeholder management

Written & verbal communication

Organisational skills

Problem solving

Resilience

Job description

Peabody is seeking an Executive Enquiries Advisor to manage high-profile complaints and enquiries, primarily through the CEO's office, MPs and Councillors. You will investigate concerns, draft professional responses and drive continuous service improvements.

You’ll work within the Contact Centre & Complaints team, coordinating with internal colleagues to ensure timely, accurate resolutions and strong customer outcomes. This role is based in Pitsea, England.