Repairs Contact Centre Agent

Job Introduction

Location: Ealing or Staines (fully onsite)

Hours: 37.5 hours per week, Monday to Friday (shift pattern between 8:30am and 5:30pm)

DBS Requirement: Basic DBS Check

Start Date: Monday 14 September 2026

About the Role

Are you passionate about delivering excellent customer service and helping people find solutions?

We're looking for a Repairs Contact Centre Agent to join our busy Repairs Contact Centre team. As the first point of contact for our residents, you'll play a key role in ensuring repair requests are handled efficiently, appointments are arranged promptly, and customers are kept informed throughout their repair journey.

This is a fast-paced and rewarding role where you'll work closely with contractors, operatives, and internal teams to coordinate repairs, resolve enquiries, and deliver a positive customer experience. If you're an excellent communicator who enjoys problem-solving and thrives in a customer-focused environment, we'd love to hear from you.

Key Responsibilities

• Respond to repair and maintenance enquiries via telephone, email, and other communication channels.
• Accurately diagnose repair issues through effective questioning and raise repair orders accordingly.
• Schedule repair appointments in line with service standards and operational priorities.
• Manage customer enquiries through to resolution wherever possible.
• Liaise with contractors, operatives, and internal teams to coordinate repairs and monitor progress.
• Keep customers informed of repair updates, delays, and outcomes.
• Handle repair-related complaints with professionalism, empathy, and a customer-focused approach.
• Identify and escalate safeguarding concerns, vulnerabilities, health and safety risks, and emergency situations where appropriate.
• Maintain accurate customer records and ensure compliance with data protection requirements.
• Contribute to team performance targets, service standards, and customer satisfaction goals.

 More About You -To be successful in this role, you'll have:

• GCSEs (or equivalent) in Maths and English (Grades A*–C / 4–9).
• Previous experience within a customer service, contact centre, or call centre environment.
• Excellent communication, listening, and customer service skills.
• Strong IT skills and confidence using CRM systems and digital applications. Experience with Microsoft Dynamics would be advantageous.
• Strong administrative skills with excellent attention to detail.
• The ability to manage a high volume of enquiries while prioritising effectively.
• A proactive approach to problem-solving and delivering positive customer outcomes.
• The ability to remain calm, professional, and empathetic when dealing with challenging situations.
• Experience within social housing, repairs, property maintenance, scheduling, or workforce planning would be beneficial but is not essential.
• The ability to commute to either our Ealing or Staines office five days per week.

Training and Onboarding

We know that a great start matters. That's why we provide a comprehensive onboarding and training programme designed to help you build confidence in the role from day one.

You'll receive training on our systems, processes, repair diagnosis, customer service approach, and ways of working, ensuring you have the tools and support needed to succeed.

About Us

A2Dominion is more than a housing provider. We are a not‑for‑profit organisation with a clear social purpose: creating homes and communities people love to live in. With over 38,000 homes across London and Southern England, we reinvest our profits into building more affordable homes and delivering services that make a genuine difference. As part of the G15 group, we are proud to contribute to tackling the housing crisis and supporting thriving communities.

Choosing Us Is Easy

As an A2Dominion employee, you’ll enjoy a meaningful role with the flexibility, support, and benefits you need to thrive. For this role, our offer includes:

• 25 days’ holiday (plus Bank Holidays), rising to 28 days after 3 years’ service.
• Up to 8% contributory pension
• A generous annual wellbeing allowance of up to £300 for health and lifestyle benefits for you and your family
• Access to a wide range of staff discounts
• Investment in your learning and development.
• We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.

Diversity & Inclusion

We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria.  Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk.

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through.

At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

Becci Zapala is managing this vacancy – Becci.zapala@a2dominion.co.uk