Training and Development Specialist - Contact Centre Operations & Complaints

What we’re looking for:

• Do you have significant experience working in Contact Centre with a high standard of customer satisfaction and performance?

• Are you able to organize and prioritize workload, assess problems, and evaluate solutions?

• Do you have proven experience in delivering training on a one-to-one basis?

• Are you motivated and adaptable to changing requirements?

• Do you have working knowledge of all aspects of work undertaken by the Contact Centre, including Housing Management, Incomes, Housing Options, and Repairs; or willingness to learn?

If so, this role is perfect for you!

Here at Peabody, we have two opportunities for a Training and Development Specialist - Contact Centre Operations & Complaints on a Permanent basis at our Basildon office.

A bit about the role:

As a Training and Development Specialist - Contact Centre Operations & Complaints, you will provide comprehensive training to new Contact Centre Advisors on corporate systems.

Some of the key results for the role include:

• Conducting initial call coaching and provide ongoing refresher training to Contact Centre Advisors

• Developing, implementing, and modifying training programs to ensure their effectiveness

• Ensuring trainees sign off various stages of the training program

• Carrying out User Acceptance Testing (UAT) for new processes and systems

• Training/retraining staff to ensure comprehensible summarised notes are on all contacts.

• Keeping up to date with the Complaint Handling Code and updates from the Housing Ombudsman

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?

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

To be considered for the position of Training and Development Specialist - Contact Centre Operations & Complaints, 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.