Executive Enquiries Lead
Joshua Robert Recruitment
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Location: Pitsea, Basildon, Essex
Contract: Temporary (29/06/2026 - 29/09/2026)
Hours: 35 hours per week (7 hours per day, 5 days per week)
Pay: £14.34 per day
Start Date: Monday 29 June 2026
End Date: Tuesday 29 September 2026
Role Purpose
We are seeking two Executive Enquiries Advisors to manage and respond to escalated complaints and enquiries received via the CEO's office, MPs, and Councillors. You will ensure all cases are handled efficiently, professionally, and in line with the Housing Ombudsman Complaint Handling Code, supporting positive outcomes for residents and stakeholders.
Key Responsibilities
- Manage escalated complaints and enquiries from the CEO's office, MPs, and Councillors
- Ensure timely and compliant resolution of issues in line with Housing Ombudsman standards
- Liaise with internal departments to gather information and coordinate responses
- Maintain accurate records of all interactions, ensuring transparency and accountability
- Provide insights and feedback to senior management on complaint trends and service improvements
- Deliver high-quality written responses and communications across multiple channels
- First Contact Resolution: High percentage of enquiries resolved at first contact
- Response Times: Consistent adherence to SLA targets for escalated cases
- Stakeholder Satisfaction: Positive feedback from MPs, Councillors, and residents
- Effective Resolution: Strong outcomes for complex and escalated issues
- Previous experience in a contact centre or customer service environment
- Experience in social housing or a public sector setting (desirable)
- Demonstrable experience working in a wellbeing or resident-focused service environment
- Excellent verbal and written communication skills
- Strong organisational and time management abilities
- Experience using CRM systems and contact centre platforms (e.g., Genesys)
- Strong understanding of the Housing Ombudsman Complaint Handling Code
- Ability to manage competing priorities and meet strict deadlines
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