At a Glance
- Tasks: Lead a team while handling customer enquiries and ensuring top-notch service.
- Company: Join a leading community housing provider making a difference.
- Benefits: Competitive salary, hybrid working, and career growth opportunities.
- Other info: Dynamic role with a focus on problem-solving and team support.
- Why this job: Be a key player in enhancing resident experiences and team performance.
- Qualifications: Experience in customer service and contact centre environments required.
Senior Contact Centre officer
Location: Southwest London Working Pattern: Hybrid Salary: 33,000 - 36,000 Contract: Permanent, Full-time
About the Role
Hyperion Partners are supporting a leading community housing provider with the recruitment of a Senior Contact Centre Officer to join their Property Services team.
We are looking for an experienced, confident and customer-focused individual to take responsibility for the day-to-day operation of the Contact Centre, while also providing guidance and support to a team of three Contact Centre Officers.
This is a hands-on, frontline role.
You will continue to handle customer enquiries and support residents directly, while overseeing workloads, quality, performance and service standards across the team.
The successful candidate will be proactive, organised and solution-focused, with strong experience in customer service and contact centre environments.
They will be confident using their own initiative, supporting colleagues and taking ownership of complex customer issues.
Key Responsibilities
- Take day-to-day responsibility for the Contact Centre service, overseeing workloads and ensuring calls, emails and customer enquiries are dealt with efficiently, professionally and within agreed timescales.
- Provide day-to-day guidance, support and direction to three Contact Centre Officers, helping colleagues manage their workloads, develop their customer service skills and maintain high service standards.
- Act as an escalation point for complex, sensitive or challenging customer enquiries, supporting colleagues to resolve issues while ensuring residents receive clear, professional and empathetic communication.
- Handle high volumes of calls and customer enquiries, ensuring repairs and property-related enquiries are accurately recorded, appropriately triaged and progressed.
- Monitor team performance against KPIs, SLAs, first-contact resolution and customer satisfaction targets, identifying areas for improvement and supporting the team to achieve required standards.
- Review customer interactions and provide constructive feedback, coaching and support where required, helping to maintain consistency and quality across the Contact Centre.
- Monitor shared inboxes and communication channels, ensuring enquiries are allocated appropriately and responded to within agreed timescales.
- Support the coordination and progression of repairs by working closely with residents, contractors, surveyors and the wider Property Services team, while identifying and escalating service failures or delays.
- Identify recurring issues, customer concerns and opportunities for service improvement, providing feedback to management and contributing to improvements in the resident experience.
- Support vulnerable residents and ensure safeguarding, welfare and emergency concerns are identified and escalated appropriately, while maintaining confidentiality and professionalism.
- Provide support and administrative cover for Damp & Mould cases, ensuring reports are accurately recorded and referred to the appropriate team, and assist with complaints, service improvements and performance reporting.
- Build strong working relationships with residents, colleagues, contractors and internal teams, providing additional support to the wider Property Services function when required.
About You
We are looking for an experienced customer service or contact centre professional who is ready to take the next step in their career and provide day-to-day leadership to a small team.
You will ideally have
- Strong experience in a contact centre or high-volume customer service environment, with excellent telephone and communication skills.
- Experience within social housing, housing repairs, property services or a similar environment is highly desirable, with a good understanding of the customer journey.
- Previous experience supervising, mentoring or supporting customer service colleagues, with the confidence to provide guidance, feedback and day-to-day direction.
- Experience working to KPIs, SLAs and customer satisfaction targets, with the ability to monitor performance and identify opportunities for improvement.
- Experience handling complex, challenging or escalated customer enquiries, with a calm, professional and empathetic approach.
- Strong organisational and time-management skills, with the ability to prioritise workloads, manage competing demands and support others in a busy environment.
- Strong IT and CRM/customer management system experience, with excellent attention to detail and accurate record keeping.
- The confidence to make decisions, use initiative and take ownership of customer issues, together with a proactive approach to problem-solving and service improvement.
- The ability to build strong working relationships with residents, colleagues, contractors and internal teams while maintaining a consistently high standard of customer service.
Why Join?
This is an excellent opportunity for an experienced Contact Centre Officer or Senior Customer Service professional to take on a hands-on senior position within a leading community housing provider.
You will have responsibility for supporting a small team while remaining actively involved in frontline customer service.
This is a key role in ensuring residents receive a consistent, responsive and high-quality service.
If you are an experienced customer service professional who enjoys supporting others, solving problems and taking ownership, we would love to hear from you.
Apply now to find out more about this Senior Contact Centre Officer opportunity
Senior 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 Senior 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 Senior 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.
