At a Glance
- Tasks: Be the first point of contact for residents, handling enquiries and triaging repairs.
- Company: Join a leading community housing provider making a real difference.
- Benefits: Hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Supportive team culture with a focus on professional development.
- Why this job: Make an impact in a fast-paced environment while helping residents.
- Qualifications: Strong customer service skills and experience in a busy contact centre.
Location: South London
Working Pattern: Hybrid
Salary: 30,000 - 33,000
Contract: Permanent
About the Role
Hyperion Partners are supporting a leading community housing provider with the recruitment of a Contact Centre Officer to join their Property Services team. We are looking for a confident, customer-focused individual with strong telephone and customer service experience who can thrive in a fast-paced, frontline environment. You will act as a first point of contact for residents, handling a high volume of enquiries, triaging repairs, accurately logging information and ensuring residents receive a professional, responsive and reliable service. The successful candidate will be proactive, organised and solution-focused, with the ability to remain calm when dealing with challenging situations and take ownership of enquiries through to resolution.
Key Responsibilities
- Act as the first point of contact for residents across telephone, email and other communication channels.
- Handle high volumes of customer enquiries while maintaining a professional and empathetic approach.
- Accurately record customer contacts, enquiries and repairs on the relevant systems.
- Triage repairs and ensure enquiries are directed to the appropriate service area.
- Provide residents with clear advice regarding repairs, responsibilities, timescales and next steps.
- Resolve enquiries at first point of contact wherever possible.
- Coordinate appointments between residents, contractors and surveyors.
- Monitor outstanding repairs and follow up with contractors where required.
- Keep residents informed of repair progress, delays, appointment changes and expected completion dates.
- Manage shared inboxes and ensure enquiries are responded to within agreed timescales.
- Identify and escalate complex cases, complaints, safeguarding concerns and service failures appropriately.
- Provide support to vulnerable residents and ensure welfare or emergency concerns are escalated promptly.
- Support the wider Property Services team with administration and customer enquiries.
- Provide administrative support for Damp & Mould cases, including logging reports and ensuring they are referred to the appropriate team.
- Maintain accurate records and contribute to performance monitoring and service improvement.
About You
We are looking for someone who is genuinely passionate about customer service and can demonstrate experience working in a busy, customer-facing environment. You will ideally have:
- Strong telephone and contact centre experience, including handling high volumes of calls.
- Experience within social housing, housing repairs, property services or a similar environment is highly desirable.
- Excellent communication and interpersonal skills.
- Experience dealing with customers, residents or tenants and understanding the customer journey.
- Experience working to SLAs and KPIs.
- Strong organisational and time-management skills.
- The ability to prioritise your workload and manage multiple enquiries at the same time.
- Experience dealing with challenging conversations calmly and empathetically.
- Strong attention to detail and accurate record keeping.
- Good IT skills and experience using CRM, housing or customer management systems.
- The ability to work independently, use your own initiative and take ownership of customer enquiries.
- A proactive, solution-focused approach with a genuine commitment to delivering excellent customer service.
Why Join?
This is an excellent opportunity to join a leading community housing provider in an important frontline role where you will make a real difference to the experience of residents. You will work closely with residents, contractors, surveyors and internal teams, helping to ensure enquiries and repairs are dealt with efficiently and residents receive clear and consistent communication throughout their journey. If you are confident on the phone, customer-focused, organised and enjoy working in a fast-paced environment, we would love to hear from you. Apply now to find out more about this Contact Centre Officer opportunity.
Contact Centre Officer employer: Hyperion Partners Limited
Hyperion Partners Limited is an excellent employer for those seeking a meaningful role in social housing, offering a supportive work culture that prioritises employee well-being and professional development. Located in vibrant West London, the company provides competitive compensation and opportunities for career growth, making it an ideal place for skilled Repairs Surveyors to thrive and make a positive impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hyperion Partners Limited. 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 Hyperion Partners Limited 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 Contact Centre Officer
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 Hyperion Partners Limited:Your cover letter is your chance to shine! Tell us why you want to work at Hyperion Partners Limited 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 Hyperion Partners Limited!
How to prepare for a job interview at Hyperion Partners Limited
✨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.
