Contact Centre Agent

Contact Centre Agents (Multiple roles available) Salary: £30,000.00 per annum Contract type: Permanent, 37.5 hours per week, Monday to Friday. We have 3 different shift patterns, with start times between 8:30am - 9:30amand finish times between 4:30pm - 5:30pm Location: 113 Uxbridge Road, Ealing, London W5 5TL. This role is based on site5 days a week. Start date: October 2025 Ready to Make a Difference? Are youpassionate about delivering outstanding customer service? Do you enjoy helpingpeople and finding solutions? If so, we want to hear from you! AtA2Dominion, we believe great customer service comes from people who truly care.While previous contact centre experience is great, it's not essential. Whatmatters most is your commitment to our customers, your ability to communicateeffectively, and your desire to make a real impact on people's lives. Aboutus We're a UK housing association committed to a new vision - providing homespeople love to live in. With over 38,000 homes in management across London andsouthern England, we provide a wide range of homes for social, affordable andprivate rent, specialist housing services, as well as homes for sale and sharedownership. About the role Asa Contact Centre Agent , you will be the first point of contact for ourcustomers, supporting them with a range of queries, including making payments,booking appointments, and reporting repairs. No two days are the same in ourbusy and fast-paced contact centre, and your role will be pivotal in ensuringour customers receive a first-class experience every time they reach out to us. Keyresponsibilities -Handlinginbound calls from residents and providing a friendly, responsive, andsolution-focused experience. -Managingcustomer queries, concerns, and complaints with a positive and proactiveapproach. -Accuratelyrecording customer interactions across multiple systems to ensure up-to-dateinformation. -Respondingto email queries in a timely and professional manner. -Bookingand managing repair and maintenance appointments in collaboration with internalteams and external partners. -Deliveringclear and effective communication that meets the diverse needs of ourcustomers. -Workingtowards individual and team performance targets in line with service levelagreements. Moreabout you -Youdon't need previous contact centre experience to thrive in this role - but youdo need: -Apassion for delivering excellent customer service, whether gained in retail,hospitality, teaching, transport, or another customer-facing role. -Strongcommunication skills, both verbal and written. -Aproblem-solving mindset, with the ability to remain calm and empathetic underpressure. -Goodlevel of IT skills and in using CRM software. Confident in learningnew digital systems or software. We use Microsoft Dynamics), andother relevant tools. -Theability to multitask, updating systems while engaging with customers. -Aproactive attitude and a commitment to finding the best solutions for everycustomer. -Theability to work towards and achieve targets. -GCSEs(or equivalent) in Maths and English (Grades AC) -Mustbe able to commute to Ealing office 5 days a week. Onboardingand training We know how important a great start is, so we provide a comprehensive trainingprogramme to ensure you feel confident in your role. You'll learn everythingfrom using our systems and working with colleagues to understanding ourcustomers' needs and delivering excellent service every step of the way. Applicationprocess Please attach a tailored CV for this role, ensuring it highlights relevantexperience and provides explanations for any employment gaps. Choosing us is easy As an employee of A2Dominion, we want you to feel rewarded and have a choice offlexible benefits, salary exchange benefits, and rewards and discounts thatwork 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) increasing up to 28 days with3 years of service - Up to 8% contributory pension In addition, all permanent and fixed-term employees receive a generous annualallowance of up to £300 to use towards health and lifestyle benefits for bothyou and your family. We also operate a Cycle to Work Scheme whereby employeeshave access to cycling equipment throughout the year and can pay via monthlysalary deductions. A2Dominion Group is a Disability Confident Employer which means thatwe are committed to employing disabled people and will: actively look toattract and recruit disabled people, provide a fully inclusive and accessiblerecruitment process, offer an interview to disabled applicants who meet theminimum criteria for the job, be flexible with assessing people so disabledapplicants have the best opportunity to demonstrate that they can do the job,make reasonable adjustments as required. At A2Dominion Group, we recognise the positive value of diversity, promoteequality and inclusivity in our hiring processes. We always aim to recruit theperson who is most suited to the job and welcome applications from people ofall backgrounds - men and women, people of all ages, sexual orientations,nationalities, religions, and beliefs. If you require a reasonable adjustment during the recruitment process, pleasecontact our Resourcing Team to request: resourcing@a2dominion.co.uk Meeting the role requirements We recognise that some females will only apply for a role if they meet 100% ofrole requirements. If this sounds like you, we'd still encourage you toapply and also to arrange a call with one of our Resourcing Team to discussyour application further at resourcing@a2dominion.co.uk A2Dominion are proud to be a family friendly employer Everyone is welcome at A2Dominion Group. We know that equality, diversity, andinclusivity make us better. We embrace the unique contributions of our peopleand seek to create a workplace where everyone feels like they belong. Find outwhy our people love working with us. Join us at A2Dominion, where yourexpertise will be integral to our recovery journey, creating lasting positivechanges in the lives of our customers. If you possess the right motivation anddrive to contribute to our recovery and change initiatives, we invite you toapply and be a crucial part of our team. The role closes on 14 September 2025, we reserve the right to close this role uponappointment of the right candidate.

Location: Ealing,London, GB

Posted Date: 9/8/2025