At a Glance
- Tasks: Help residents with repair requests and deliver excellent customer service.
- Company: Join a supportive team in a busy Repairs Contact Centre.
- Benefits: Enjoy 25 days holiday, pension contributions, and a wellbeing allowance.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference by solving problems and helping people.
- Qualifications: GCSEs in Maths and English, plus customer service experience.
The predicted salary is between 30300 - 30300 £ per year.
Are you passionate about delivering excellent customer service and helping people find solutions? This is a great opportunity to join a busy Repairs Contact Centre, supporting residents with repair requests, arranging appointments and helping deliver a positive customer experience from first contact through to resolution.
This role is known internally as a Repairs Contact Centre Agent.
SALARY: £30,300 per annum + Benefits
LOCATION: Ealing, West London or Staines, Surrey – Fully Onsite
JOB TYPE: Full-Time, Permanent
WORKING HOURS: 37.5 hours per week, Monday to Friday, shift pattern between 8:30am and 5:30pm
JOB OVERVIEW
The organisation is looking for a confident and customer-focused Customer Service Advisor / Call Centre Agent to join its Repairs Contact Centre team. Working as the Customer Service Advisor / Call Centre Agent, you will be the first point of contact for residents with repairs and maintenance enquiries, responding across telephone, email and other communication channels. As the Customer Service Advisor / Call Centre Agent, you will accurately capture repair details, help diagnose issues through effective questioning, raise repair orders, schedule appointments and keep customers informed throughout their repair journey. This is a fast-paced and rewarding role where you will work closely with contractors, operatives and internal teams to coordinate repairs, resolve enquiries and support excellent service standards. Experience within social housing, repairs, property maintenance, scheduling or workforce planning would be beneficial but is not essential.
DUTIES
- Customer Enquiries: Respond to repair and maintenance enquiries by telephone, email and other communication channels.
- Repair Diagnosis: Identify the nature and priority of repair requests, accurately diagnosing issues and referring complex cases where needed.
- Repair Orders: Log repair requests, raise repair orders and schedule appointments in line with policies, priorities and service level agreements.
- Customer Resolution: Take ownership of customer enquiries and manage cases through to resolution wherever possible.
- Contractor Liaison: Liaise with contractors, operatives and internal departments to coordinate appointments and ensure timely completion of works.
- Progress Updates: Monitor outstanding repairs, chase progress and keep customers informed of updates, delays and outcomes.
- Complaint Handling: Handle repair-related complaints professionally and seek early resolution in line with procedures.
- Risk Escalation: Identify safeguarding concerns, vulnerable customers, health and safety risks and emergency situations, escalating where appropriate.
- Repairs Administration: Maintain accurate customer and property records, ensuring information is up to date and compliant with data protection requirements.
- Service Improvement: Support team targets, customer satisfaction goals and continuous improvement by identifying recurring issues and process improvements.
CANDIDATE REQUIREMENTS
- GCSEs or equivalent in Maths and English, Grades A*–C / 4–9.
- Previous experience within a customer service, contact centre or call centre environment.
- Excellent communication, listening and customer service skills.
- Strong IT skills with confidence using CRM systems and digital applications.
- Strong administrative skills with excellent attention to detail.
- Ability to manage a high volume of enquiries and prioritise effectively.
- Proactive approach to problem-solving and delivering positive customer outcomes.
- Calm, professional and empathetic approach when dealing with challenging situations.
- Ability to commute to either the Ealing or Staines office five days per week.
- Experience with Microsoft Dynamics would be advantageous.
- Experience within social housing, repairs, property maintenance, scheduling or workforce planning would be beneficial but is not essential.
BENEFITS
- 25 days’ holiday plus Bank Holidays, rising to 28 days after 3 years’ service.
- Up to 8% contributory pension.
- A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family.
- Access to a wide range of staff discounts.
- Investment in your learning and development.
- Cycle to Work Scheme.
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.
This role requires a DBS Check.
Customer Service Advisor / Call Centre Agent in London employer: A2Dominion
Join a dynamic organisation as a Senior HR Advisor, where you will play a pivotal role in enhancing our People Support function. With a hybrid working model based in Ealing, you will benefit from a supportive work culture that prioritises employee growth through coaching and development opportunities. Enjoy a competitive salary, generous holiday allowance, and a health and lifestyle benefits package, making this an excellent place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor / Call Centre Agent in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at A2Dominion. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like A2Dominion before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor / Call Centre Agent in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to A2Dominion:Your cover letter is your chance to shine! Tell us why you want to work at A2Dominion specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at A2Dominion!
How to prepare for a job interview at A2Dominion
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
