Contact Centre Agents
Salary: £30,000 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 – 9:30am and finish times between 4:30pm – 5:30pm
Location: 113 Uxbridge Road, Ealing, London W5 5TL, this role is based on site 5 days a week

Ready to Make a Difference?

Are you passionate about delivering outstanding customer service? Do you enjoy helping people and finding solutions? If so, we want to hear from you!

At A2Dominion, we believe great customer service comes from people who truly care. While previous contact centre experience is great, it's not essential. What matters most is your commitment to our customers, your ability to communicate effectively, and your desire to make a real impact on people's lives.

About the role

As a Contact Centre Agent, you will be the first point of contact for our customers, supporting them with a range of queries, including making payments, booking appointments, and reporting repairs. No two days are the same in our busy and fast-paced contact centre, and your role will be pivotal in ensuring our customers receive a first-class experience every time they reach out to us.

Key responsibilities

• Handling inbound calls from residents and providing a friendly, responsive, and solution-focused experience.

• Managing customer queries, concerns, and complaints with a positive and proactive approach.

• Accurately recording customer interactions across multiple systems to ensure up-to-date information.

• Responding to email queries in a timely and professional manner.

• Booking and managing repair and maintenance appointments in collaboration with internal teams and external partners.

• Delivering clear and effective communication that meets the diverse needs of our customers.

• Working towards individual and team performance targets in line with service level agreements.

More about you

You don’t need previous contact centre experience to thrive in this role – but you do need:

• A passion for delivering excellent customer service, whether gained in retail, hospitality, teaching, transport, or another customer-facing role.

• Strong communication skills, both verbal and written.

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

• Good level of IT skills and in using CRM software. Confident in learning new digital systems or software. We use Microsoft Dynamics), and other relevant tools.

• The ability to multitask, updating systems while engaging with customers.

• A proactive attitude and a commitment to finding the best solutions for every customer.

• The ability to work towards and achieve targets.

• GCSEs (or equivalent) in Maths and English (Grades A*-C).

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.

Choosing us is easy

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 (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Investment in your learning and development.
• 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.
• We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.

If you require a reasonable adjustment during the recruitment process, please contact our Resourcing Team to request: resourcing@a2dominion.co.uk

About us

We’re 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 housing services, as well as homes for sale and shared ownership.

Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.

A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:

• actively look to attract and recruit disabled people
• provide a fully inclusive and accessible recruitment process
• offer an interview to disabled applicants who meet the minimum criteria for the job
• be flexible with assessing people so disabled applicants 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, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.

Meeting the role requirements

We recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our Resourcing Team to discuss your application further at resourcing@a2dominion.co.uk

A2Dominion is proud to be a family friendly employer

Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.

Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.