Resident Services Frontline Advisor in London

We’re looking for a customer-focused, proactive and resilient Customer Services Advisor to be the welcoming face of our services. You’ll be the first point of contact for residents and visitors, delivering a professional, front-of-house experience and resolving a wide range of enquiries at the first point of contact wherever possible. From supporting residents with repairs and rent queries to working across teams to get things sorted, this is a varied and fast-paced role where no two days are the same. This role is ideal for someone who thrives in a busy, people-facing environment, enjoys problem-solving, and takes pride in delivering a service that genuinely makes a difference.

What You’ll Be Doing

• Providing a warm, professional front-of-house service to residents and visitors
• Handling high volumes of face-to-face enquiries, resolving issues or signposting appropriately
• Taking ownership of customer queries and working across teams to resolve them efficiently
• Managing and maintaining accurate records using internal systems
• Supporting with administrative tasks including post, repairs, payments, and resident enquiries
• Assisting vulnerable residents and ensuring they receive the right support at the right time
• Keeping customers informed and updated throughout their journey

Our service standards

• Getting things sorted – taking ownership and finding solutions
• Keeping residents updated – communicating clearly and proactively
• Being honest and accountable – doing the right thing
• Listening and supporting – understanding individual needs
• Learning and improving – always looking to do better

About You

You’ll be someone who:

• Has experience in a customer-facing role, ideally in a busy front-of-house or reception environment
• Is confident handling multiple enquiries at once and prioritising effectively
• Takes ownership of problems and sees things through to resolution
• Communicates clearly, professionally, and with empathy
• Is comfortable using multiple IT systems and maintaining accurate records
• Works well with others and builds strong relationships across teams
• Remains calm under pressure and adaptable to changing demands

Experience within housing, public services, or community-focused roles is a plus, but not essential.

Why join us?

When you join Peabody, you’re joining a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. You’ll be part of a supportive team, doing meaningful work that makes a real difference to people’s lives, with opportunities to learn, improve and contribute to better ways of working.

Here’s what you’ll get when you join us:

• Flexible and hybrid working
• 30 days' annual leave, plus bank holidays
• Up to 10% pension contribution, matched 1:1
• Two additional paid volunteering days each year
• Flexible benefits scheme, including options for healthcare, dental care, and more

Please read before you apply

To support fairness, transparency and consistent processes, internal candidates should submit their application using their internal work email address rather than a personal account. This is a front-line role with regular face-to-face interaction in a busy environment. We’re looking for candidates who are confident working in this setting and able to manage competing demands. We may close this advert early if we receive a high volume of strong applications. As part of our commitment to an efficient and fair recruitment process, we encourage you to apply as soon as possible. We do not offer visa sponsorship for this role.

What To Expect From Our Recruitment Process

We’re committed to a fair, inclusive, and transparent recruitment process. Instead of a personal statement, we’ll ask you to answer a series of short questions about your experience. We’re particularly interested in real examples that demonstrate your approach to customer service. We may ask you to expand on your answers at interview, if you are shortlisted. Interviews will take place on the 10 June 2026.

If you’re someone who cares about people, takes pride in great service, and enjoys solving problems, we’d love to hear from you. To apply, please submit an anonymised CV and explain how your experience and approach make you a strong fit for the role of Customer Contact Advisor. If you need to ask us anything else at all, feel free to drop an email to Talent Specialist Julie-Ann.