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 DatesStart Date: 6th July (mandatory)Interviews: 24th, 25th, or 26th JuneAbout the RoleWe 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 PatternInitial Training: 3 days onsite in Pitsea (starting from 6th July)Post-Training: Hybrid working 3 days from home2 days in the Pitsea officeKey ResponsibilitiesManage escalated complaints and enquiries from the CEO''s office, MPs, and CouncillorsProvide clear, accurate, and compliant responses in line with the Housing Ombudsman Complaint Handling CodeLiaise with internal teams to gather information and resolve cases effectivelyMaintain accurate and transparent case recordsIdentify trends in complaints and provide insights to senior management to support service improvementSuccess MeasuresHigh first contact resolution ratesMeeting response time SLAsStrong stakeholder satisfaction (residents, MPs, Councillors)Delivery of effective and sustainable resolutionsAbout YouExperienceProven experience in ..... full job details .....