This role is currently based from home due to COVID 19 until further notice. Peabody plans to move to a hybrid model of working which means that once our office refurbishment has been completed, the role will be part office (Waterloo) and part home based.
We are looking for an exceptional candidate to join us as the Specialist Case Officer, responsible for the effective case management service within our Resident Services directorate.
Peabody owns and manages more than 66,000 homes across London and the South East, and our residents and customers are at the heart of the services we deliver. With a focus on continuous improvement, and finding better and more efficient ways to deliver excellent services and respond to the challenges the housing sector presents, our Specialist Case Management (SCM) team manages and oversees the resolution of several key operational task and responsibilities.
We are at an exciting point in our modernisation journey, and the team needs a customer-focused officer who is passionate about delivering results and providing effective case management to help us drive continuous improvement.
You’re someone with a passion for excellent customer service, and you have attention to detail, a proactive and positive approach, and work well both independently and as a team . You’ll have strong IT stills and you recognise the importance of systems and database management. With your excellent communication skills you are able to build trust, rapport and assurance with our customers and stakeholders, and resolve even the most complex of cases.
- Excellent written and verbal communication skills, demonstrated through effective management of customer queries, issues and concerns
- Experience of administering complaints, processing routine queries, and effective case management
- Demonstrate an understanding and commitment to customer service and valuing diversity
- Experience of working in a private or public sector customer facing team, and of providing high quality customer service.
- Intermediate IT skills (including MS office) and familiarity with databases and report writing.
- Strong time management skills, with the ability to plan, organise and multi-task.
This role is currently partially office based and partially home based.
Please note that we would consider applications from candidates who would be able to join Peabody on an external secondment basis for the duration of their appointment. This is a 9 month fixed term contract.
If you experience any technical issues please email firstname.lastname@example.org quoting the job number and title.
At Peabody, where possible, we provide flexible working opportunities from day one to our employees, as we recognise the importance of a good work-life balance; and to improve our productivity and performance, we embrace agile working, which means if you are in a desk based role, that will be a hybrid of office and home working. If your role is in a client facing environment, appropriate base location will apply.
Our mission is to help people make the most of their lives and an important part of this is to ensure that our organisation reflects the wider communities we serve. We want to attract recruit and retain a diverse, inclusive and creative workforce to give us the best opportunity to meet the diverse needs of our residents and customers. We actively encourage applications from all groups and communities, as well as from BAME, LGBTQ+ and disabled people.