Executive Enquiries Advisor x2
Pay: £14.34 PAYE per hour
Job Type: Temporary (until September 2026)
Location: Pitsea, SS13
Role Overview
We are recruiting for two Executive Enquiries Advisors to support within a Contact Centre & Complaints environment. This role is responsible for managing high-level, escalated complaints and enquiries received via senior channels such as the CEOs office, MPs, and Councillors, ensuring resolution is handled efficiently and in line with industry regulations.
Day-to-Day Responsibilities
* Manage and respond to escalated complaints and enquiries from senior channels including CEO office, MPs, and Councillors
* Ensure all cases are handled in line with the Housing Ombudsman Complaint Handling Code
* Work closely with internal teams to gather relevant information and provide accurate, timely responses
* Maintain clear and accurate records of all interactions to ensure accountability and transparency
* Monitor and meet SLA requirements, ensuring prompt response and resolution times
* Provide feedback to senior stakeholders on complaint trends to support continuous service improvement
* Deliver high-quality resolutions with a focus on customer satisfaction and first contact resolution
Required Skills & Experience
* Proven experience in a similar role within a contact centre or customer service environment
* Experience within social housing or a public sector setting (desirable)
* Strong working knowledge of the Housing Ombudsman Complaint Handling Code
* Excellent verbal and written communication skills across multiple channels
* Strong organisational and time management skills, with the ability to manage competing priorities
* Experience using CRM systems and contact centre platforms (e.g., Genesys)
* Ability to work in fast-paced, dynamic environments while maintaining attention to detail
* Demonstrable experience in a wellbeing-focused or customer-centric setting
Personal Attributes
* Customer-focused with a passion for delivering excellent service
* Resilient and calm under pressure, particularly when managing complex or escalated cases
* Adaptable and flexible in approach to changing priorities
* Proactive in identifying service improvements and contributing to team success
To apply for the Executive Enquiries Advisor position, please submit your CV detailing your relevant experience.
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