Contact Centre Advisor

Description:

What we’re looking for:

* Do you have experience working in an environment where you use different methods of communication and are expected to provide a high standard of service?

* Do you have strong organisational and administration skills?

* Do you have experience using IT systems as a source of information, to record information and input transactions with customers to ensure an up to date and efficient service?

If you do, this role is perfect for you! Here at Peabody, we have an opportunity for Contact Centre Advisors to join the team on a permanent basis. 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.

A bit about the role:
As a Contact Centre Advisor you'll be the first point of contact for all residents contacting the Contact Centre regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with household related enquiries to maximise right first time resolution.

Some of the key results for the role include:

* Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.

* Deal with routine enquiries from leaseholders regarding maintenance.

* Support the Neighbourhood Management team in providing an excellent housing and estate management service across a range of digital channels, ensuring that all Residents – leaseholders, tenants, freeholders – receive an effective, professional and value for money service and ensure we address issues/problems and delivers appropriate services in a timely and cost effective manner.

* Always strives for 1st contact resolution by being pro-active and thoroughly investigating the Residents reason for contacting and completing their request in full.

* Ensure Residents have access to the right services, there is correct service outcome and that Resident queries/complaints are resolved regardless of where service failure lies within the organisation.

Hours: Between Mon to Fri 08.00 to 18.00.
You'll need to be available to work rotating shifts that can fall anytime between this pattern.

Salary: £24,400 rising to £25,600 after settling in period.

Applicants who weren't successful within the last 3 months need not apply.

A bit about us:
It started over 160 years ago with one man’s desire to improve the lives of poverty-stricken Londoners. Today, we have 107,000 homes and 220,000 residents across London and the Home Counties and around 20,000 care and support customers. But the desire remains the same – to create homes and communities where people can flourish.

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

* Flexible and hybrid working (depending on the role)

* Up to 30 days’ annual holiday plus bank holidays

* Competitive salaries that are benchmarked regularly against current market rates

* 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 NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received