Senior Contact Centre Officer

Join a leading community housing provider on a permanent basis as Senior Contact Centre Officer in their Property Services team.

Location: Wandsworth

Working Pattern: Hybrid

Salary: £33,000 – £36,000

Job type: Permanent, Full-time

Core focus of the role

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.

Day-to-day of the role

• 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.