Homeownership Advisor

Are you passionate about delivering excellent customer service and helping homeowners navigate their homeownership journey? If so, this could be the perfect opportunity to join Peabody.

As a Homeownership Advisor, you’ll be the first point of contact for our homeowners, providing information, guidance and support across a wide range of enquiries. You’ll work to resolve issue while ensuring more complex cases are managed efficiently through collaboration with colleagues across the business.

We’re on an exciting journey where we’re creating a Homeownership Hub over the next few months, where you’ll have the opportunity to learn and develop your skills in delivering an outstanding homeowner experience. This is a varied and customer-focused role where you’ll support administrative processes, maintaining accurate records and working closely with both internal and external stakeholders to ensure homeowners receive a high-quality service.

What you’ll do

• Act as the first point of contact for homeowners, responding to enquiries via phone, email, and other communication channels.
• Complete the full training programme and apply your knowledge to deliver an excellent customer experience.
• Manage mailboxes and CRM cases, ensuring enquiries are handled accurately and within agreed timescales.
• Maintain accurate records and comprehensive case notes to support effective case management.
• Issue instructions to valuers and solicitors, tracking progress and recording completion details.
• Work collaboratively with colleagues across Customer Services, Sales Operations, Marketing, Repairs, and other areas of the business.
• Build effective working relationships with external stakeholders, including solicitors and valuers, ensuring a professional and positive customer experience.

This is an exciting opportunity to join a dedicated team and make a real difference to the experience of Peabody homeowners by providing expert support, excellent service, and effective solutions every day.

What you’ll need

You’re a customer-focused professional who is passionate about delivering a positive homeowner experience. You enjoy solving problems, working collaboratively with others and taking ownership of enquiries from start to finish. You’re highly organised, adaptable, and able to manage multiple priorities in a fast-paced environment while maintaining excellent attention to detail.

You will also have:

• Experience working within a housing, homeownership, or customer service environment.
• Excellent written and verbal communication skills, with the ability to engage confidently with a wide range of stakeholders.
• The ability to work independently, manage competing priorities, and meet deadlines and performance targets.
• Good IT skills, including experience using CRM systems, Microsoft Office applications, and case management systems.
• A flexible and adaptable approach, with the ability to work effectively in a changing environment.
• Strong organisational and administrative skills with the ability to multitask and maintain accurate records.
• A positive, approachable attitude and commitment to continuous learning and development.
• A passion for delivering excellent service and embodying Peabody’s values in every interaction.

What We Offer

• Up to 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
• Professional development and opportunities to broaden your experience

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.

Please read before applying

You must have the right to work in the UK; we are unable to provide visa sponsorship.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

Our Assessment Process

Our fair, inclusive and transparent recruitment process involves a video interview on either 6th or 7th August.

If you have any questions about this role, please email Talent Specialist, Charlene at charlene.moore@peabody.org.uk