At a Glance
- Tasks: Help residents with repair requests and ensure smooth communication throughout their journey.
- Company: Join A2Dominion, a not-for-profit housing provider making a real difference.
- Benefits: Enjoy 25 days holiday, a pension scheme, and a wellbeing allowance.
- Other info: Comprehensive training provided to help you succeed from day one.
- Why this job: Be the first point of contact and make a positive impact on people's lives.
- Qualifications: GCSEs in Maths and English, plus customer service experience.
The predicted salary is between 21150 - 25850 £ per year.
Location: Ealing or Staines (fully onsite)
Hours: 37.5 hours per week, Monday to Friday (shift pattern between 8:30am and 5:30pm)
DBS Requirement: Basic DBS Check
Start Date: Monday 14 September 2026
About the Role
Are you passionate about delivering excellent customer service and helping people find solutions? We're looking for a Repairs Contact Centre Agent to join our busy Repairs Contact Centre team. As the first point of contact for our residents, you'll play a key role in ensuring repair requests are handled efficiently, appointments are arranged promptly, and customers are kept informed throughout their repair journey. This is a fast-paced and rewarding role where you'll work closely with contractors, operatives, and internal teams to coordinate repairs, resolve enquiries, and deliver a positive customer experience. If you're an excellent communicator who enjoys problem-solving and thrives in a customer-focused environment, we'd love to hear from you.
Key Responsibilities
- Respond to repair and maintenance enquiries via telephone, email, and other communication channels.
- Accurately diagnose repair issues through effective questioning and raise repair orders accordingly.
- Schedule repair appointments in line with service standards and operational priorities.
- Manage customer enquiries through to resolution wherever possible.
- Liaise with contractors, operatives, and internal teams to coordinate repairs and monitor progress.
- Keep customers informed of repair updates, delays, and outcomes.
- Handle repair-related complaints with professionalism, empathy, and a customer-focused approach.
- Identify and elevate safeguarding concerns, vulnerabilities, health and safety risks, and emergency situations where appropriate.
- Maintain accurate customer records and ensure compliance with data protection requirements.
- Contribute to team performance targets, service standards, and customer satisfaction goals.
More About You
To be successful in this role, you'll have:
- 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 and confidence using CRM systems and digital applications. Experience with Microsoft Dynamics would be advantageous.
- Strong administrative skills with excellent attention to detail.
- The ability to manage a high volume of enquiries while prioritising effectively.
- A proactive approach to problem-solving and delivering positive customer outcomes.
- The ability to remain calm, professional, and empathetic when dealing with challenging situations.
- Experience within social housing, repairs, property maintenance, scheduling, or workforce planning would be beneficial but is not essential.
- The ability to commute to either our Ealing or Staines office five days per week.
Training and Onboarding
We know that a great start matters. That's why we provide a comprehensive onboarding and training programme designed to help you build confidence in the role from day one. You’ll receive training on our systems, processes, repair diagnosis, customer service approach, and ways of working, ensuring you have the tools and support needed to succeed.
About Us
A2Dominion is more than a housing provider. We are a not-for-profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.
Choosing Us Is Easy
As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:
- 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.
- 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.
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.
Repairs Contact Centre Agent in Ealing employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Repairs Contact Centre Agent in Ealing
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. 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 Allscreens Nationwide Ltd 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 Repairs Contact Centre Agent in Ealing
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 Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd 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 Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨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.
