Contact Centre Advisor - (Ealing Gateway, W5)

What we’re looking for:

• Do you have experience working in an environment where you use different methods of communication and are expected to provide a high standard of service?
• Do you have experience using IT systems as a source of information, to record information and input transactions with customers to ensure an up to date and efficient service?

If you do, this role is perfect for you! Here at Peabody we have an opportunity for Contact Centre Advisors to join the team on a permanent basis. This is a hybrid role working between the Ealing office and home. Please note that a competency sign off is required to enable home working and you will need to ensure you have a suitable home working set-up.

A bit about the role:

As a Contact Centre Advisor you'll be the first point of contact for all Residents contacting the Contact Centre regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with household related enquiries to maximise right first time resolution.

Some of the key results for the role include:

• Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.
• Deal with routine enquiries from leaseholders regarding maintenance.

• Support the Neighbourhood Management team in providing an excellent housing and estate management service across a range of digital channels, ensuring that all Residents – leaseholders, tenants, freeholders – receive an effective, professional and value for money service and ensure we address issues/problems and delivers appropriate services in a timely and cost effective manner.

• Always strives for 1st contact resolution by being pro-active and thoroughly investigating the Residents reason for contacting and completing their request in full.
• Ensure Residents have access to the right services, there is correct service outcome and that Resident queries/complaints are resolved regardless of where service failure lies within the organisation.

Hours: Between Mon to Fri 08.00 to 17.00

You'll need to be available to work rotating shifts that can fall anytime between this pattern.

Salary: £24,400 rising to £25,600 after settling in period.

Applicants who weren't successful within the last 3 months need not apply.

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's 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 

Are you ready to apply?

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

To be considered for the position of Contact Centre Advisor - (Ealing Gateway, W5), 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 have any questions about this role please email Talent Specialist, Tanisha Johnson at tanisha.johnson@peabody.org.uk

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