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<h4>Our Vacancy</h4>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:<ul><li>Managing escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.</li><li>Ensuring all issues are resolved within agreed timeframes and in accordance with the Housing Ombudsman Complaint Handling Code.</li><li>Coordinating with internal teams to produce clear, accurate, and timely responses.</li><li>Keeping detailed records to ensure transparency and accountability.</li><li>Providing feedback to senior leaders on complaint trends to support service improvements.</li></ul>What we’re looking for: <ul><li>Proven experience managing complaints in a customer service or contact centre environment.</li><li>Experience in social housing or a similar public sector setting (desirable).</li><li>Strong organisational and time management skills, with a focus on meeting SLAs.</li><li>Experience using CRM systems and contact centre platforms (e.g., Genesys).</li><li>Experience and understanding of the Housing Ombudsman Complaint Handling Code.</li></ul>Please note this is a fixed term contract covering maternity and will end October 2026.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: <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>Are you ready to apply? 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> Interviews will be taking place Thursday 25th and Friday 26th September 2025. PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.<h4>Attached documents:</h4><ul><li><a href="../jobV2/fdownload.php?j=53ae16819be94b2f&amp;f=b1cec01127d53c17"> Role Profile - Executive Enquiries Advisor.pdf </a></li></ul>





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Peabody

Executive Enquiries Advisor

<h4>Our Vacancy</h4>We’re transforming how we serve residents — moving away from transactional contact and towards proactive, joined-up support. At the core of this shift is a single source of truth: a clear, accessible knowledge base that helps colleagues and residents find the right answers, first time. Role Context As Knowledge Manager, you’ll take the lead in shaping and maintaining the Genesys knowledge base used by our contact centre. This isn’t just about articles — it’s about improving journeys, building trust, and helping teams deliver excellent service every day.You’ll work closely with the Product Owner and wider teams to ensure knowledge reflects resident needs and supports outside-in service design. Your work will directly influence how confidently and accurately colleagues support our residents. Purpose of Role You’ll work across the business to capture the right knowledge, structure it clearly, and keep it live and relevant. Your focus will be resident-first, ensuring content reflects real-world scenarios and is shaped by frontline insight. Key Responsibilities <ul><li>Develop and manage the Genesys knowledge base to support resident queries and frontline teams.</li><li>Write and structure content to reflect our tone of voice and outside-in service design.</li><li>Collaborate with teams across Peabody to co-create accurate, relevant guidance.</li><li>Review usage, feedback, and data to improve content and close knowledge gaps.</li><li>Train colleagues and embed best practice in knowledge management.</li><li>Align knowledge content with service journeys and transformation goals.</li></ul>Skills/Experience Required<ul><li>Experience in knowledge management or content design.</li><li>Familiarity with contact centre environments and customer service systems.</li><li>Excellent writing skills and a strong grasp of plain English principles.</li><li>Proven ability to work with diverse teams and subject experts.</li><li>Passion for clarity, consistency, and resident-centred service design.</li><li>Knowledge of omnichannel platforms, ideally Genesys Cloud.</li><li>Analytical mindset — confident using insight to improve tools, outcomes, and colleague experience. </li></ul>Here are just a few of the benefits of working at Peabody: <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>Are you ready to apply? If you have any questions about this role, please email Talent Specialist, Tanisha Johnson 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 applications received. PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.<h4>Attached documents:</h4><ul><li><a href="../jobV2/fdownload.php?j=55d48c73da1bda08&amp;f=c9f023e619fb910b"> Role profile - Knowledge Manager.pdf - Role Profile </a></li></ul>





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Knowledge Manager

<h4>Our Vacancy</h4>As a Resident Resolution Advisor you’ll be a key point of contact, ensuring seamless communication with Property Services, Maintenance teams, and contractors. With a particular focus on providing a consistent, high-quality service, prioritising right-first-time solutions to enhance resident satisfaction. You’ll actively manage a caseload, working closely with residents and contractors to resolve repair queries related to individual homes or communal services.You’re an effective communicator who can assess and respond to risks sensitively. You’ll enjoy working collaboratively with other teams and you’re first rate at building strong relationships across the business to enable you to represent Peabody with a professional and positive image, helping to reduce resident effort and improve their experience with us. You’ll need to be in the office for 2 days per week and the remaining time you’ll be able to work remotely.Your role is pivotal to delivering excellent service to our residents, providing timely and effective resolutions to repair issues, service failures, and other escalations, ensuring our residents’ needs are met with care and efficiency. We are seeking someone who views change as an opportunity for growth, with a collaborative spirit and a genuine commitment to team success. You must be able to work a rotating shift pattern from Monday to Friday between 08.00 and 18.00. If you’re ready to make a meaningful difference to Peabody residents and bring a positive, proactive approach to our team, we want to hear from you.Could it be you?To be a success in this role, you’ll have:<ul><li>Experience of repairs and maintenance</li><li>Proven case management experience</li><li>Experience working in a customer-focused environment</li><li>Ability to work comfortably under pressure and manage multiple priorities</li><li>Experience with reporting systems to monitor and improve contractor performance (CRM/NEC/Contractor Portals)</li><li>Experience in housing or property</li></ul>Here are just a few of the benefits of working at Peabody: <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>Are you ready to apply? 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 applications received. Interviews will be taking place Wednesday 17 September 2025PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.<h4>Attached documents:</h4><ul><li><a href="../jobV2/fdownload.php?j=7110fffbee7202de&amp;f=91d3646c643d70ad"> Role Profile - Resident Resolution Advisor.pdf - Role Profile </a></li></ul>





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3 Customer Service Jobs in Massachusetts