Contact Centre Agents
| Posting date: | 23 December 2025 |
|---|---|
| Salary: | £30,300.00 per year |
| Hours: | Full time |
| Closing date: | 04 January 2026 |
| Location: | Ealing, London W5 5TL |
| Remote working: | On-site only |
| Company: | A2Dominion |
| Job type: | Permanent |
| Job reference: | Contact Centre Agents |
Summary
Job title: Contact Centre Agents
Location: 113 Uxbridge Road, Ealing, London W5 5TL; This role is based on site 5 days a week.
Salary: £30,300.00 per annum
Contract: Permanent
Working hours: 37.5 hours per week, Monday to Friday; We have 3 different shift patterns, with start times between 8:30–9:30am and finish times between 4:30–5:30pm
DBS Level: Basic
Start date: February 2026
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.
Ready to Make a Difference?
Are you passionate about delivering outstanding customer service? Do you enjoy helping people and finding solutions? If so, we want to hear from you! At A2Dominion, we believe great customer service comes from people who truly care. While previous contact centre experience is great, it's not essential. What matters most is your commitment to our customers, your ability to communicate effectively, and your desire to make a real impact on people's lives.
Role overview:
As a Contact Centre Agent, you will be the first point of contact for our customers, supporting them with a range of queries, including making payments, booking appointments, and reporting repairs. No two days are the same in our busy and fast-paced contact centre, and your role will be pivotal in ensuring our customers receive a first-class experience every time they reach out to us.
Key responsibilities:
* Handling inbound calls from residents and providing a friendly, responsive, and solution-focused experience.
* Managing customer queries, concerns, and complaints with a positive and proactive approach.
* Accurately recording customer interactions across multiple systems to ensure up-to-date information.
* Responding to email queries in a timely and professional manner.
* Booking and managing repair and maintenance appointments in collaboration with internal teams and external partners.
* Delivering clear and effective communication that meets the diverse needs of our customers.
* Working towards individual and team performance targets in line with service level agreements.
More about you:
You don’t need previous contact centre experience to thrive in this role – but you do need:
* A passion for delivering excellent customer service, whether gained in retail, hospitality, teaching, transport, or another customer-facing role.
* Strong communication skills, both verbal and written.
* A problem-solving mindset, with the ability to remain calm and empathetic under pressure.
* Good level of IT skills and in using CRM software. Confident in learning new digital systems or software. We use Microsoft Dynamics), and other relevant tools.
* The ability to multitask, updating systems while engaging with customers.
* A proactive attitude and a commitment to finding the best solutions for every customer.
* The ability to work towards and achieve targets.
* GCSEs (or equivalent) in Maths and English (Grades A*-C)
* Must be able to commute to Ealing office 5 days a week.
Onboarding and training
We know how important a great start is, so we provide a comprehensive training programme to ensure you feel confident in your role. You’ll learn everything from using our systems and working with colleagues to understanding our customers’ needs and delivering excellent service every step of the way.
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
* 25 days’ holiday (Plus Bank Holidays)
* Up to 8% contributory pension
* In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
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.
This Vacancy is being managed by Hollie Furness – Hollie.Furness@a2dominion.co.uk. Closing date for this role is 06 January 2026, we reserve the right to close this role upon appointment of a successful candidate.
Due to the Christmas holiday period and reduced availability across some departments, our recruitment process may take slightly longer than usual. We appreciate your patience and will be in touch as soon as possible.
Location: 113 Uxbridge Road, Ealing, London W5 5TL; This role is based on site 5 days a week.
Salary: £30,300.00 per annum
Contract: Permanent
Working hours: 37.5 hours per week, Monday to Friday; We have 3 different shift patterns, with start times between 8:30–9:30am and finish times between 4:30–5:30pm
DBS Level: Basic
Start date: February 2026
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.
Ready to Make a Difference?
Are you passionate about delivering outstanding customer service? Do you enjoy helping people and finding solutions? If so, we want to hear from you! At A2Dominion, we believe great customer service comes from people who truly care. While previous contact centre experience is great, it's not essential. What matters most is your commitment to our customers, your ability to communicate effectively, and your desire to make a real impact on people's lives.
Role overview:
As a Contact Centre Agent, you will be the first point of contact for our customers, supporting them with a range of queries, including making payments, booking appointments, and reporting repairs. No two days are the same in our busy and fast-paced contact centre, and your role will be pivotal in ensuring our customers receive a first-class experience every time they reach out to us.
Key responsibilities:
* Handling inbound calls from residents and providing a friendly, responsive, and solution-focused experience.
* Managing customer queries, concerns, and complaints with a positive and proactive approach.
* Accurately recording customer interactions across multiple systems to ensure up-to-date information.
* Responding to email queries in a timely and professional manner.
* Booking and managing repair and maintenance appointments in collaboration with internal teams and external partners.
* Delivering clear and effective communication that meets the diverse needs of our customers.
* Working towards individual and team performance targets in line with service level agreements.
More about you:
You don’t need previous contact centre experience to thrive in this role – but you do need:
* A passion for delivering excellent customer service, whether gained in retail, hospitality, teaching, transport, or another customer-facing role.
* Strong communication skills, both verbal and written.
* A problem-solving mindset, with the ability to remain calm and empathetic under pressure.
* Good level of IT skills and in using CRM software. Confident in learning new digital systems or software. We use Microsoft Dynamics), and other relevant tools.
* The ability to multitask, updating systems while engaging with customers.
* A proactive attitude and a commitment to finding the best solutions for every customer.
* The ability to work towards and achieve targets.
* GCSEs (or equivalent) in Maths and English (Grades A*-C)
* Must be able to commute to Ealing office 5 days a week.
Onboarding and training
We know how important a great start is, so we provide a comprehensive training programme to ensure you feel confident in your role. You’ll learn everything from using our systems and working with colleagues to understanding our customers’ needs and delivering excellent service every step of the way.
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:
* 25 days’ holiday (Plus Bank Holidays)
* Up to 8% contributory pension
* In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
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.
This Vacancy is being managed by Hollie Furness – Hollie.Furness@a2dominion.co.uk. Closing date for this role is 06 January 2026, we reserve the right to close this role upon appointment of a successful candidate.
Due to the Christmas holiday period and reduced availability across some departments, our recruitment process may take slightly longer than usual. We appreciate your patience and will be in touch as soon as possible.