Job Description

Contact Centre Avdisor

Location: Ealing, London

Hours: Monday to Friday, 8:00 AM - 5:00 PM (42.5 hours per week)

Pay: £13.99ph PAYE or £17.15ph Umbrella

Contract Type: Temporary to Permanent (Initial Start Date: 13/01/2025 - End Date: 30/12/2025)

About the Role:

To be the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise right first time resolution.

Key Responsibilities:

Answer contacts from residents reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system

Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department

Deal with routine enquiries from leaseholders regarding maintenance

Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others

Obtain information on behalf of the residents from asset management, repairs and maintenance contractors and schedulers, to enable clear and comprehensive responses to be provided

Chase up other departments where they have failed to provide a satisfactory response using in house systems to highlight any service failures

Ensure that residents and other relevant staff are kept informed of delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery

Ensure that all information and advice provided to residents is clear, in accordance with policies, procedures and service standards, and takes into account the individual resident’s circumstances

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. About you:

Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance

Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour

Experience of using IT systems as a source of information and to record information about, and transactions with residents to ensure an up to date and efficient service. Skills & Abilities

Willing and able to provide a positive and friendly first response to residents and other callers

Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion

Able to work as a member of a team but taking responsibility for own actions

Able to take proactive action to prevent complaints from escalating

Able to refuse a request in a manner that is acceptable to the resident and reflects high standards of resident care Working Requirements

This role will require hybrid working between our office at Ealing and your 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

As part of induction you will under go a full comprehensive training programme. This programme is designed to ensure you have all the tools and knowledge required to fulfil your role to the best of your ability

Full support will be provided throughout by our Learning & Development team, along with support from a dedicated Team Leader whom will be assigned to you

As part of the training you will undergo formal assessments, periodically, throughout your training; this will allow us to understand your understanding of what has been taught and where your development needs are

Due to the complexities and high demands of the Contact Centre Advisor role there is an expectation that all assessments will require a pass before training is completed. If you are unsuccessful when completing the assessments this could lead to an early end to your settling period with Peabody  

Why Join Us? This position offers a competitive salary, opportunities for career development, and the potential for a permanent role for the right candidate.

If you are a motivated individual with a passion for carpentry and team leadership, we would love to hear from you!

Apply today