Location
Westminster Bridge Rd, London

Hours
Full Time (hours not specified)

Salary
£35,122 per annum

About the Role
Are you passionate about delivering excellent customer service and helping homeowners navigate their homeownership journey? If so, this could be the perfect opportunity to join Peabody.

As a Homeownership Advisor, you’ll be the first point of contact for our homeowners, providing information, guidance and support across a wide range of enquiries. You’ll work to resolve issues while ensuring more complex cases are managed efficiently through collaboration with colleagues across the business.

We’re on an exciting journey where we’re creating a Homeownership Hub over the next few months, where you’ll have the opportunity to learn and develop your skills in delivering an outstanding homeowner experience. This is a varied and customer-focused role where you’ll support administrative processes, maintain accurate records and work closely with both internal and external stakeholders to ensure homeowners receive a high-quality service.

What you’ll do:
- Act as the first point of contact for homeowners, responding to enquiries via phone, email, and other communication channels.
- Complete the full training programme and apply your knowledge to deliver an excellent customer experience.
- Manage mailboxes and CRM cases, ensuring enquiries are handled accurately and within agreed timescales.
- Maintain accurate records and comprehensive case notes to support effective case management.
- Issue instructions to valuers and solicitors, tracking progress and recording completion details.
- Work collaboratively with colleagues across Customer Services, Sales Operations, Marketing, Repairs, and other areas of the business.
- Build effective working relationships with external stakeholders, including solicitors and valuers, ensuring a professional and positive customer experience.

This is an exciting opportunity to join a dedicated team and make a real difference to the experience of Peabody homeowners by providing expert support, excellent service, and effective solutions every day.

Experience
Experience working within a housing, homeownership, or customer service environment.

About you
You’re a customer-focused professional who is passionate about delivering a positive homeowner experience. You enjoy solving problems, working collaboratively with others and taking ownership of enquiries from start to finish. You’re highly organised, adaptable, and able to manage multiple priorities in a fast-paced environment while maintaining excellent attention to detail.

You will also have:
- Excellent written and verbal communication skills, with the ability to engage confidently with a wide range of stakeholders.
- The ability to work independently, manage competing priorities, and meet deadlines and performance targets.
- Good IT skills, including experience using CRM systems, Microsoft Office applications, and case management systems.
- A flexible and adaptable approach, with the ability to work effectively in a changing environment.
- Strong organisational and administrative skills with the ability to multitask and maintain accurate records.
- A positive, approachable attitude and commitment to continuous learning and development.
- A passion for delivering excellent service and embodying Peabody’s values in every interaction.

Qualifications
Not explicitly stated, but a commitment to continuous learning and development is expected.