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SalaryThe Contact Centre is the main operation centre within Peabody for handling customer contact and resolving customer queries.
The aim of those working on the Frontline in the Contact Centre is to answer inbound enquiries, with a right first time approach to reduce handoffs to other areas of Peabody.
Here at Peabody, we have an exciting opportunity for 3 Resident Resolution Advisors to join our Contact Centre team on a permanent basis at our Basildon office.
What you'll need:
- Have strong customer focus.
- Have proven stakeholder management.
- Be committed to continuous improvement.
- Be analytical.
If this sounds like you, this role might be perfect for you!
As a Resident Resolution Advisor some of the key results for the role include:
- To deliver a consistently high level of customer service for Peabody customers and deliver increased levels of customer satisfaction through case reviews and quality monitoring.
- Following risk assessments to ensure any escalated cases are dealt with in a timely and sensitive manner.
- To provide advice on and deal with repairs problems, liaising with Service Delivery, repairs and maintenance contractors and escalate to the Team Leader where required.
Skills/Experience required:
- Strong written and verbal communication skills.
- Ability to work under pressure and meet deadlines and targets.
- Experience of working in a customer centric environment with a commitment to a high level of customer satisfaction.
- Working knowledge of repairs and maintenance and any related legislation and good practice in so far as it relates to the repair and maintenance of rented, general needs/supported social housing.
- Experience of using and understanding reporting systems to measure and improve performance contractors to improve customer journey.
- Able to work a rotating shift pattern from Monday to Friday between 08.00-18.00.
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 Resident Resolution Advisor, 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.
