Executive Enquiries Advisor (Complaints)

Executive Enquiry Advisor

Location: Pitsea (Hybrid Working)Pay Rate: £14.34 per hourContract: Ongoing TemporaryHours: Full-time (36 hours per week, Monday-Friday)

Important Dates

• Start Date: 6th July (mandatory)
• Interviews: 24th, 25th, or 26th June

About the Role

We are recruiting for two Executive Enquiry Advisors to join a busy and fast-paced team. This is an exciting opportunity for experienced customer service professionals to manage high-profile escalated complaints and enquiries.

You will handle sensitive cases raised via the CEO's office, MPs, and Councillors, ensuring all responses are timely, accurate, and compliant with the Housing Ombudsman Complaint Handling Code.

Working Pattern

• Initial Training: 3 days onsite in Pitsea (starting from 6th July)
• Post-Training: Hybrid working
  • 3 days from home
  • 2 days in the Pitsea office

Key Responsibilities

• Manage escalated complaints and enquiries from the CEO's office, MPs, and Councillors
• Provide clear, accurate, and compliant responses in line with the Housing Ombudsman Complaint Handling Code
• Liaise with internal teams to gather information and resolve cases effectively
• Maintain accurate and transparent case records
• Identify trends in complaints and provide insights to senior management to support service improvement

Success Measures

• High first contact resolution rates
• Meeting response time SLAs
• Strong stakeholder satisfaction (residents, MPs, Councillors)
• Delivery of effective and sustainable resolutions

About You

Experience

• Proven experience in a customer service or contact centre environment
• Experience within social housing or public sector (desirable)

Skills & Knowledge

• Excellent verbal and written communication skills
• Strong organisation and time management
• Experience using CRM systems and contact centre platforms (e.g. Genesys)
• Knowledge of the Housing Ombudsman Complaint Handling Code

Personal Attributes

• Customer-focused with a passion for improving resident experience
• Resilient and calm when managing complex or escalated issues
• Adaptable and able to prioritise in a fast-paced environment

Additional Information

Due to training requirements, candidates must be available to start on 6th July and attend interviews on the specified dates.