What's involved with this role:
Temporary Executive Enquiries Lead - Housing
Reference no: PHA 0009 9392 / 1
Pay Rate: £13.99 per hour PAYE
37 Monday – Friday, normal working hours
This opening assignment is for 3-4 months
City: PITSEA
Hybrid working
Manage and respond to escalated complaints and enquiries sent to the CEO’s office or raised by MPs and Councillors, ensuring these are resolved efficiently and in compliance with the Housing Ombudsman Complaint Handling Code.
Key responsibilities:
Manage escalated complaints and enquiries from the CEO’s office, MPs, and Councillors.
Ensure all escalated issues are resolved promptly and in compliance with the Housing Ombudsman Complaint Handling Code.
Liaise with internal teams to gather information and provide accurate and timely responses.
Maintain accurate records of all interactions, ensuring transparency and accountability.
Provide feedback to senior management on trends in escalated complaints to drive service improvements.
Key requirements:
Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
Proven experience in a similar role within a contact centre or customer service environment.
Demonstrable experience of working in a wellbeing setting
Experience in a social housing or similar public sector service environment (preferred).
Excellent communication skills, both verbal and written, across telephone and digital platforms.
Organisational and time management skills, with the ability to deliver against SLAs.
Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
Adaptable and flexible, able to operate in a dynamic environment with competing priorities.
Resilient and composed, particularly when managing escalated or complex resident issues.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
***Qualification details and any other experience/skills relevant to the role to help support your application (and help us to help you!) – please give full details within your CV document.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us directly via jobs@tclrec.com by quoting the job reference and exact job title.
If Demonstrable communication skills with children and families and a wide range of partners and stakeholders, both verbally and in writing X IT skills in relation to email, electronic case recording, performance data, reports writing etc. you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: PHA 0009 9392 / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.