Complaints Coordinator (Delivery Support)

What we’re looking for:

• Do you have experience in investigating and reporting on numerous sources of data?

• Are you able to deal with a range of difficult problems and resolve these to the customer's satisfaction, exploring alternatives options to resolve the problem?

• Do you have excellent attention to detail and ability to work on a variety of tasks simultaneously, moving from one task to another quickly?

• Do you have excellent attention to detail and ability to work on a variety of tasks simultaneously, moving from one task to another quickly?

• Are you able to work under pressure and meet deadlines and targets?

If so, this role is perfect for you!

Here at Peabody, we have an opportunity for a Complaints Coordinator (Delivery Support) on a 1 year Fixed Term basis at our Basildon office.

A bit about the role:

As a Complaints Coordinator (Delivery Support), you will be working in a busy and responsive environment, requiring you to be adaptable and able to focus on several projects at any one time to proactively improve our repair service for our customers.

Some of the key results for the role include:

• Ensuring the provision of excellent customer service and experience to all stakeholders to maximise customer satisfaction.

• Contacting customers who have responded negatively to our customer satisfaction survey within our agreed timeframes and work with them to reach satisfactory resolution.

• Taking ownership and co-ordination of ad-hoc projects dependant on current demand and need of the Property Services Team and wider teams when required.

• Providing support when required to the Repair Delivery Support Team, assisting with incoming Contractor and Staff queries relating to repairs.

• Owning a variety of escalation cases including but not limited to complaints, decants, high risk damp and mould, liaising with our customers through to completion

A minimum of 1 to 2 days working in the Basildon office is required.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here just a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

• 4 x salary life assurance

• Up to 10% pension contribution

Are you ready to apply?

Interviews for this role will take place during the week commencing 15/04/24.

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Complaints Coordinator (Delivery Support), please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you need to ask us anything else at all, feel free to drop an email to harry.lund@peabody.org.uk and one of our team will be in touch.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.