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Ready to lead, inspire, and make a real impact? We’re looking for a passionate Team Leader to join our Contact Centre team at Peabody. If you thrive in a fast-paced environment, love motivating people, and are committed to delivering exceptional customer experiences, this could be the perfect role for you!What you’ll do:As a Team Leader, you’ll play a key role in ensuring our customers receive the highest standard of service. You’ll manage escalated calls and complaints promptly and professionally, support your team to maintain coverage across all channels, and ensure smooth operations by reporting and escalating IT and telephony issues when needed. You’ll work a rotating shift pattern from Monday to Friday between 08:00 and 18:00, providing cover for annual leave and sickness to maintain leadership presence. What you’ll bring:<ul><li>Proven experience leading a team in a contact centre (or similar), driving performance and setting clear goals.</li><li>Strong knowledge of contact centre processes and customer support best practices.</li><li>A track record of delivering outstanding customer service.</li><li>Experience managing change and improving ways of working.</li><li>Confidence in performance management and coaching.</li></ul>We believe in creating an inclusive workplace where everyone feels valued and supported. We welcome applications from all backgrounds and communities -your skills and passion matter most.This is a hybrid role working between the Pitsea office and home. Please note that a competency sign off is required to enable home working and you will need to ensure you have a suitable home working set-up.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 <ul><li>30 days’ annual holiday, plus bank holidays</li><li>two additional paid volunteering days each year </li><li>flexible benefits scheme, including family friendly benefits and access to a discount portal </li><li>4 x salary life assurance</li><li>up to 10% pension contribution</li></ul>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.If you have any questions about this role, please email Talent Specialist, Tanisha at <a href="mailto:tanisha.johnson@peabody.org.uk" target="_blank">tanisha.johnson@peabody.org.uk</a>We may close this advert before the advertised closing date, depending on the number of quality applications received.Interviews will be taking place in person: 1st stage: 22nd and 23rd Jan 2nd stage: 29th and 30th Jan 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.





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Peabody

Team Leader

Are you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents. What You’ll Be Doing In this role, you will lead comprehensive investigations into resident complaints, analysing evidence and working closely with internal teams and external contractors to reach fair outcomes. You will ensure every complaint is managed in line with the Housing Ombudsman Complaint Handling Code, maintaining accurate records within our CRM system and providing clear, transparent communication throughout. By identifying patterns and feeding back insights to colleagues, you’ll play a key part in resolving recurring issues and driving improvements in the way we deliver services. What We're Looking For<ul><li>Experience in complaint resolution within a contact centre or customer service setting.</li><li>Experience in social housing or public sector services (desirable).</li></ul>Skills and Knowledge<ul><li>Exceptional communication skills across phone, email, and other digital channels.</li><li>Strong organisational and time management abilities.</li><li>Confidence using CRM systems and contact centre tools (e.g., Genesys).</li><li>Strong understanding of the Housing Ombudsman Complaint Handling Code.</li></ul>This is a hybrid role working a minimum of 2 days a week at the Pitsea office.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 <ul><li>30 days’ annual holiday, plus bank holidays </li><li>two additional paid volunteering days each year </li><li>flexible benefits scheme, including family friendly benefits and access to a discount portal </li><li>4 x salary life assurance</li><li>up to 10% pension contribution</li></ul>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.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.Interviews will be taking place between Wednesday 14 January and Thursday 16th January. If you have any questions about this role, please email Talent Specialist, Tanisha at <a href="mailto:tanisha.johnson@peabody.org.uk" target="_blank">tanisha.johnson@peabody.org.uk</a>





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2 Customer Service Jobs in Basildon, UK