Job Description

Executive Enquiries Advisor x2

• Pay: 14.34 PAYE per hour
• Job Type: Temporary (until September 2026)
• Location: Pitsea, SS13

Role Overview

We are recruiting for two Executive Enquiries Advisors to support within a Contact Centre & Complaints environment. This role is responsible for managing high-level, escalated complaints and enquiries received via senior channels such as the CEO's office, MPs, and Councillors, ensuring resolution is handled efficiently and in line with industry regulations.

Day-to-Day Responsibilities

• Manage and respond to escalated complaints and enquiries from senior channels including CEO office, MPs, and Councillors
• Ensure all cases are handled in line with the Housing Ombudsman Complaint Handling Code
• Work closely with internal teams to gather relevant information and provide accurate, timely responses
• Maintain clear and accurate records of all interactions to ensure accountability and transparency
• Monitor and meet SLA requirements, ensuring prompt response and resolution times
• Provide feedback to senior stakeholders on complaint trends to support continuous service improvement
• Deliver high-quality resolutions with a focus on customer satisfaction and first contact resolution

Required Skills & Experience

• Proven experience in a similar role within a contact centre or customer service environment
• Experience within social housing or a public sector setting (desirable)
• Strong working knowledge of the Housing Ombudsman Complaint Handling Code
• Excellent verbal and written communication skills across multiple channels
• Strong organisational and time management skills, with the ability to manage competing priorities
• Experience using CRM systems and contact centre platforms (e.g., Genesys)
• Ability to work in fast-paced, dynamic environments while maintaining attention to detail
• Demonstrable experience in a wellbeing-focused or customer-centric setting

Personal Attributes

• Customer-focused with a passion for delivering excellent service
• Resilient and calm under pressure, particularly when managing complex or escalated cases
• Adaptable and flexible in approach to changing priorities
• Proactive in identifying service improvements and contributing to team success

To apply for the Executive Enquiries Advisor position, please submit your CV detailing your relevant experience