Executive Enquiries Advisor

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 with in 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