Contact Centre Officer

Hyperion Partners; Greater London; Hybrid; GBP 30,000 - 33,000; Full time

Job summary

Hyperion Partners is seeking a Contact Centre Officer to join the Property Services team in a hybrid working pattern in South London. The role focuses on delivering a professional, responsive service to residents, handling high volumes of enquiries across phone, email and other channels.

You will log repairs and enquiries, triage work to the correct service areas, book appointments and keep residents informed of progress while meeting SLAs and KPIs.

Qualifications

• Strong telephone and contact centre experience in a busy environment.
• Experience in social housing or property services desirable.
• Excellent communication and interpersonal skills.
• Ability to log and track enquiries and repairs accurately.
• Experience working to SLAs and KPIs.

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 elevate 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.

Skills

Telephone handling

Customer service

Empathy

Communication skills

SLA/KPI targets

Tools

CRM systems

Housing management systems

Job description

Join a a leading community housing provider as Contact Centre Officer in its Property Services team.

Location: South London

Working Pattern: Hybrid

Salary: £30,000 – £33,000

Job type: Permanent

Core focus of the role

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.

Day-to-day of the role

• 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 elevate 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.

Skills you need

We are looking for someone who is genuinely passionate about customer service and can demonstrate experience working in a busy, customer-facing environment.

• 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.

What’s on offer

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.