Contact Centre Agent

Description

Location: Hybrid / Ealing (3 days office-based and 2 days working from home following successful completion of probation).

Working hours: 37.5hpw / Mon-Fri. We have 3 different shift patterns, with start times between 8:30am – 9:30am and finish times between 4:30pm – 5:30pm

DBS Level: Basic DBS

Start date: November 2026

About A2Dominion

We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.

Role overview

As a Contact Centre Agent, you'll be the first point of contact for our residents, providing excellent customer service and resolving a wide range of tenancy-related enquiries through telephone, email and live chat. You'll play a key role in delivering a positive customer experience, resolving issues at the first opportunity and ensuring customers receive a professional, efficient and empathetic service every time they contact us.

No two days are the same in our busy and fast-paced contact centre, and you'll work across multiple channels to support residents while helping us continuously improve the services we provide.

Key responsibilities

* Be the first point of contact for customer enquiries, handling inbound calls in a professional and customer-focused manner.

* Respond to enquiries via telephone, email and live chat.

* Manage tenancy cases, including case creation, follow-ups and customer updates.

* Accurately record customer interactions across multiple systems.

* Deliver clear and effective communication that meets the diverse needs of our customers.

* Manage garage waiting lists, including availability enquiries and arrears follow-up.

* Work towards individual and team KPI and service level targets.

* Identify opportunities for service and process improvements.

* Take ownership of customer enquiries through to resolution.

* Deliver an excellent level of customer service at all times.

Please refer to the attached Job Description for full details of the role, including key responsibilities and requirements.

More about you

* GCSEs (or equivalent) in Maths and English (Grades A*-C / 4-9).

* Previous customer service experience via telephone, face-to-face, and digital channels, including email and live chat.

* Minimum of 6 months' experience in a customer service environment

* A solid understanding of contact centre processes and systems, including CRM and telephony platforms desirable

* Strong verbal and written communication skills.

* A problem-solving mindset with the ability to remain calm and empathetic under pressure.

* Good IT skills and confidence using new systems and technology.

* Experience identifying opportunities to improve the customer experience.

Onboarding and training: We know how important a great start is, so we provide a comprehensive training programme to ensure you feel confident in your role. You’ll learn everything from using our systems and working with colleagues to understanding our customers’ needs and delivering excellent service every step of the way.

Why A2Dominion?

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

* 25 days’ holiday pro rata (Plus Bank Holidays)

* Up to 8% contributory pension

* In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

Diversity & Inclusion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers. xjnqpsq

This vacancy is being managed by Hollie Shepherd. We reserve the right to close this role upon appointment of a successful candidate

Ad ID: 5419050044