Do you stay calm, empathetic, and solutions-focused when managing complaints? Are you confident communicating with senior stakeholders and passionate about improving services for residents? If so, you could be our next Executive Enquiries Advisor here at Peabody.
In this key role, you’ll handle complex and high-level complaints and enquiries sent directly to the CEO’s office or raised by MPs and Councillors. Your goal will be to ensure each matter is resolved promptly, fairly, and in line with the Housing Ombudsman Complaint Handling Code.
You’ll work closely with teams across Peabody to gather information and coordinate thorough responses, helping to resolve issues and provide reassurance to stakeholders. With strong organisational skills, you’ll maintain detailed records, monitor response times, and highlight recurring themes to support long-term service improvements.
This is a fantastic opportunity for someone who thrives in a fast-paced environment, is confident managing sensitive issues, and is committed to delivering a high standard of customer service, even in challenging situations.
Some of the things you’ll be doing:
* Managing escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.
* Ensuring all issues are resolved within agreed timeframes and in accordance with the Housing Ombudsman Complaint Handling Code.
* Coordinating with internal teams to produce clear, accurate, and timely responses.
* Keeping detailed records to ensure transparency and accountability.
* Providing feedback to senior leaders on complaint trends to support service improvements.
What we’re looking for:
* Proven experience managing complaints in a customer service or contact centre environment.
* Experience in social housing or a similar public sector setting (desirable).
* Strong organisational and time management skills, with a focus on meeting SLAs.
* Experience using CRM systems and contact centre platforms (e.g., Genesys).
* Experience and understanding of the Housing Ombudsman Complaint Handling Code.
If you’re ready to make a meaningful impact and be a key part of improving our residents' experience, we’d love to hear from you.
Here are just a few of the benefits of working at Peabody:
* 30 days’ annual holiday, plus bank holidays
* 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?
Closing date: 01 August 2025
We may close this advert before the advertised closing date, depending on the number of applications received.
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer