Senior Contact Centre officer

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.

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