Customer Support Officer

5 days ago


Basildon, United Kingdom Peabody Full time

**What we’re looking for**:

- Do you have knowledge of Responsive Repairs?
- Do you have an understanding of Social Housing?
- Are you passionate about customer service?
- Do you have previous experience in an admin based role?

If so, this role is perfect for you

Here at Peabody, we have an opportunity for a Customer Support Officer on a Permanent basis at our Basildon office.

**A bit about the role**:
As a Customer Support Officer, you will be handling customer contact and resolving customer queries.

This is a challenging role, part of a growing business and adding significant value by providing excellent customer service and by managing requests for personal information.

The role requires attention to detail, and the ability to build effective relationships to work collaboratively with key colleagues across the organisation

Some of the key results for the role include:

- To maintain and manage emergency and out of hours reporting and ensure follow on jobs are raised.
- To manage internal inboxes, responding to both residents and internal stakeholders.
- To log, acknowledge and manage case escalations.
- To answer inbound and make outbound telephone calls to residents regarding repairs.
- To answer inbound calls from contractors who are unable to gain access to our residents properties.
- To advise and support our customers in resolving their queries and issues, ensuring that their expectations are managed and proactive resolutions are identified.
- To update and maintain systems/ records to ensure that information/data is kept up to date and accurate and that KPI’s are met.

This role will require a minimum of 3 days working in the Basildon Office, Monday to Wednesday.

**A bit about us**:
160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here 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

**Are you ready to apply?**

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



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