At a Glance
- Tasks: Manage urgent repair cases and ensure compliance with Awaab's Law for residents.
- Company: Join Peabody, a proactive and customer-focused organisation.
- Benefits: Inclusive workplace with opportunities for personal and professional growth.
- Other info: Apply early as positions may close quickly; assessment centre on 6th October.
- Why this job: Make a real difference in residents' lives while developing your skills.
- Qualifications: Experience in managing complex repairs and excellent communication skills.
Peabody is seeking a proactive and customer-focused Awaab’s Law Case Lead to join our Repairs Team.
This key role is responsible for managing high-risk and urgent repair cases, ensuring compliance with Awaab’s Law and delivering positive outcomes for residents.
Key Responsibilities
- Manage complex and high-risk repair cases within statutory timescales.
- Act as the main point of contact for residents throughout their repair journey.
- Work closely with repairs teams, contractors and internal stakeholders to drive timely case resolution.
- Maintain accurate records and compliance reporting.
- Manage escalated cases involving health and safety risks, vulnerabilities and resident concerns.
- Identify service improvements and support continuous improvement initiatives.
About You
- Experience managing complex repairs, complaints, escalations or customer cases.
- Strong knowledge of repairs processes and case management.
- Excellent communication, stakeholder management and problem-solving skills.
- Highly organised, with the ability to manage competing priorities and deadlines.
- Strong IT skills, including Microsoft Excel and housing management systems.
- Empathetic, resilient and committed to delivering excellent customer service.
- Additional Information
- Applications may close early due to high interest.
- Assessment Centre will be held at Houghton Hall Park, Houghton Regis, LU5 5UZ on Tuesday 6th October
- We are committed to an inclusive recruitment process and welcome requests for reasonable adjustments
Case Lead - Awaab's Law in Houghton Regis employer: Peabody
At Peabody, we pride ourselves on being an exceptional employer dedicated to making a meaningful impact in the community. Our supportive work culture fosters collaboration and inclusivity, providing housing caseworkers with ongoing training and development opportunities to enhance their skills and advance their careers. With a flexible benefits package and a commitment to employee well-being, working at our Pitsea office allows you to contribute to vital services while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Case Lead - Awaab's Law in Houghton Regis
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Peabody. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Peabody before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Case Lead - Awaab's Law in Houghton Regis
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Peabody:Your cover letter is your chance to shine! Tell us why you want to work at Peabody specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Peabody!
How to prepare for a job interview at Peabody
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
