Contact Centre Advisor

Contact Centre Advisor – Voice or Triage Team

As a Contact Centre Advisor, you will be the first point of contact for Peabody Residents, providing professional support and guidance across a range of channels including phone, email, web chat, and written correspondence. Whether based in the Voice or Triage team, your role is central to delivering excellent customer service and ensuring residents receive timely, effective responses to their enquiries and concerns.
In the Voice team, you’ll focus on resolving household enquiries related to repairs and property maintenance, aiming for first-time resolution. You’ll work closely with residents to ensure they have access to the right services, handling routine enquiries from leaseholders and supporting the Neighbourhood Management team in delivering high-quality housing and estate management services.
In the Triage team, your responsibilities will centre around assessing and directing resident complaints in line with the 2024 Housing Ombudsman Complaint Handling Code. You’ll log, prioritise, and route complaints to the appropriate teams, while identifying and supporting vulnerable residents throughout the resolution process. Your empathetic and professional approach will be key to maintaining positive relationships and ensuring regulatory compliance.

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Key Responsibilities

• Provide clear, accurate advice and support to residents across multiple contact channels
• Handle routine maintenance enquiries and support estate management services (Voice team)
• Assess, log, and triage complaints, ensuring appropriate resolution pathways (Triage team)
• Ensure compliance with the 2024 Housing Ombudsman Complaint Handling Code
• Identify and support vulnerable residents throughout the complaints process
• Maintain accurate records in the CRM system, meeting audit and regulatory standards
• Collaborate with internal teams including Neighbourhood Management, Complaint Investigators, Resident Resolution, and Wellbeing
• Communicate proactively with residents, offering timely updates and resolutions
• Contribute to team and individual performance targets

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What You’ll Need

• A proven track record of delivering excellent customer service
• Experience working in a fast-paced, target-driven environment
• Strong ability to meet deadlines and performance targets
• Excellent organisation and administration skills
• A professional and empathetic approach to complaint handling

If this sounds like you, we’d love to hear from you! Apply today to join the team and be part of a team dedicated to providing excellent service.

Here's just a few of the benefits for working at Peabody:

•Flexible and hybrid working
•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

Please read before applying:

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.

If you have any questions about this role, please email Talent Specialist, Tanisha at tanisha.johnson@peabody.org.uk

Interviews for this vacancy will take place on 30th and 31st October 2025