At a Glance
- Tasks: Be the friendly face for residents, solving queries and providing support.
- Company: Join Peabody, a team dedicated to making a difference in people's lives.
- Benefits: Enjoy flexible working, 30 days' leave, and a generous pension scheme.
- Other info: A supportive team culture that values kindness, diversity, and continuous improvement.
- Why this job: Make a real impact while developing your customer service skills in a dynamic environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
Resident Services Frontline Advisor employer: Peabody
At Peabody, we pride ourselves on being an excellent employer, offering a supportive and inclusive work culture where every team member is valued. As a Resident Services Frontline Advisor, you'll enjoy flexible working arrangements, generous annual leave, and a commitment to your professional growth through continuous learning opportunities. Join us in making a meaningful impact in the community while being part of a team that celebrates diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Resident Services Frontline Advisor
✨Tip Number 1
Get to know the company! Research Peabody and understand their values. When you show that you align with their commitment to kindness and community, it’ll really stand out in your conversations.
✨Tip Number 2
Practice your customer service scenarios. Think about how you’d handle various enquiries or complaints. Being prepared with real examples will help you shine during interviews and demonstrate your problem-solving skills.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team and ready to make a difference.
We think you need these skills to ace Resident Services Frontline Advisor
Some tips for your application 🫡
Show Your Customer Service Skills:When filling out your application, make sure to highlight your experience in customer-facing roles. We want to see how you've handled enquiries and resolved issues in the past, so share specific examples that showcase your skills!
Be Clear and Concise:Keep your answers straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you a great fit for the role. Remember, we’re looking for someone who communicates effectively!
Tailor Your Application:Make sure to align your experiences with the job description. If you’ve got experience in a busy front-of-house environment or have dealt with multiple enquiries, let us know! Tailoring your application shows us you’re genuinely interested.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way to ensure it gets to us quickly and efficiently. Plus, it helps us keep everything organised during the recruitment process.
How to prepare for a job interview at Peabody
✨Know Your Customer Service Basics
Brush up on the key principles of customer service, especially those that align with the company's values. Be ready to share examples from your past experiences where you demonstrated empathy, problem-solving, and effective communication.
✨Prepare for Real-Life Scenarios
Think about common customer service scenarios you might face in this role. Prepare to discuss how you would handle multiple enquiries at once or resolve a tricky issue. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Teamwork Skills
Since this role involves working across teams, be prepared to talk about times when you collaborated with others to achieve a goal. Highlight your ability to build strong relationships and communicate effectively with colleagues.
✨Stay Calm Under Pressure
Interviews can be nerve-wracking, but remember to stay calm and collected. Practice answering questions under timed conditions to simulate the pressure of a busy environment. This will help you demonstrate your resilience and adaptability during the interview.
