Contact Centre Advisor

Be the voice that makes a difference!
Step into a role where every interaction matters! As a Contact Centre Advisor, you’ll be the friendly, knowledgeable first point of contact for Peabody residents. From calls and emails to live chat and social media, you’ll deliver a seamless experience -resolving queries quickly and making sure residents feel supported every step of the way.

What You’ll Do
You’ll take ownership of resident enquiries, providing clear, accurate advice and aiming for first-contact resolution wherever possible. When issues need specialist attention, you’ll escalate them promptly to the right teams. Along the way, you’ll keep detailed records, share insights to improve services, and play a key role in creating a positive experience for every resident.

What We’re Looking For

• Proven experience in a contact centre or customer service environment
• Excellent communication skills across telephone and digital platforms
• Strong organisational and time management skills, with the ability to meet SLAs
• Proficiency in CRM systems and contact centre software (e.g., Genesys)

Working Hours: Our Contact Centre operates from Monday to Friday, 08.00 to 18.00. You will need to be available to work rotating shifts within this timeframe.

This is a hybrid role working between the Ealing office and home. A competency sign off is required to enable home working and you will need to ensure you have a suitable home working set-up.

Please note we have three 12 month and two 6 month positions available.

At Peabody, we are committed to supporting your development. You will undergo a comprehensive training programme designed to provide you with all the tools and knowledge required to excel in your role. During this training period, which takes place full-time at our Ealing office, you will be assessed regularly to ensure you’re on track. The successful completion of these assessments is crucial to progressing in the role.

Please be aware that the training programme is a three-week full-time commitment, running from Monday to Friday, 9.00am to 4.30pm.

This role offers a fantastic opportunity to grow within a supportive environment and make a real difference in the lives of our residents.

Why Join Us?
When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer

• 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
• Flexible and hybrid working (Please note that a competency sign off is required)

Please read before applying:
If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.

We reserve the right to close this advert early if we receive a high volume of suitable applications.
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 will take place in person at the Ealing Gateway Office on Tuesday 13 January and Wednesday 14 January.