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Executive Enquiries Lead

Job Posted: 2 days ago

Salary: £ Competitive
Job Type: Contract
Location: Basildon

Expire in: a month

Job Description

Job Tpe: Executive Enquiries Lead (x2)
 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  Success Measures
  
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  About You Experience
  
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  Skills & Knowledge
  
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  
 Apply now
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Telephone: (phone number removed)

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