Basildon, Essex – hybrid working, minimum of 1-2 days in the office
Weekly hours Mon to Fri - between hours 8am to 6pm
* Do you have significant experience of working in Contact Centre with a high standard of customer satisfaction and performance?
* Are you able to organise and prioritise workload, assess problems, and evaluate solutions?
* Do you have proven experience in delivering training on a one-to-one basis?
* Are you motivated and adaptable to changing requirements?
* Do you have working knowledge of all aspects of work undertaken by the Contact Centre, including Housing Management, Incomes, Housing Options, and Repairs; or willingness to learn?
If so, this role is perfect for you! Here at Peabody, we have two opportunities for a Training and Development Specialist - Contact Centre Operations & Complaints on a permanent basis at our Basildon office.
A bit about the role:
As a Training and Development Specialist - Contact Centre Operations & Complaints, you will provide comprehensive training to new Contact Centre Advisors on corporate systems. Some of the key results for the role include:
* Conducting initial call coaching and provide ongoing refresher training to Contact Centre Advisors
* Developing, implementing, and modifying training programmes to ensure their effectiveness
* Ensuring trainees sign off various stages of the training programme
* Carrying out User Acceptance Testing (UAT) for new processes and systems
* Training/retraining staff to ensure comprehensible summarised notes are on all contacts.
* Keeping up to date with the Complaint Handling Code and updates from the Housing Ombudsman
A minimum of 1 to 2 days working in the Basildon office is required.
A bit about us:
It started over 160 years ago with one man’s desire to improve the lives of poverty-stricken Londoners.
Today, we have 107,000 homes and 220,000 residents across London and the Home Counties and around 20,000 care and support customers. But the desire remains the same – to create homes and communities where people can flourish.
Here just a few of the benefits of working at Peabody:
* Flexible and hybrid working (depending on the role)
* Up to 30 days’ annual holiday plus bank holidays
* Competitive salaries that are benchmarked regularly against current market rates
* Two additional paid volunteering days each year
* Flexible benefits scheme, including family friendly benefits and access to a discount portal
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.
Closing date: 9th July 2024
Interviews will be held week commencing 8th July.
Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received