At a Glance
- Tasks: Manage escalated complaints and enquiries from the CEO's office, MPs, and Councillors.
- Company: Join a dynamic team focused on improving resident services in social housing.
- Benefits: Competitive pay, professional development, and a supportive work environment.
- Other info: Temporary role with potential for impactful career growth.
- Why this job: Make a real difference by resolving issues and enhancing community wellbeing.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 38844 - 40817 £ per year.
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
Executive Enquiries Lead in Basildon employer: Joshua Robert Recruitment
Join our team in Pitsea, Basildon, where we prioritise a supportive work culture that values employee growth and development. As an Executive Enquiries Lead, you will benefit from a collaborative environment focused on delivering exceptional service to residents and stakeholders, with opportunities for professional advancement and skill enhancement. Our commitment to transparency and accountability ensures that your contributions are recognised and impactful, making this a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Executive Enquiries Lead in Basildon
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Joshua Robert Recruitment.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Joshua Robert Recruitment. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Executive Enquiries Lead in Basildon
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Joshua Robert Recruitment.
How to prepare for a job interview at Joshua Robert Recruitment
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Joshua Robert Recruitment's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Joshua Robert Recruitment offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
