Hyperion Partners Limited
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. Apply now to find out more about this Senior Contact Centre Officer opportunity.
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. Apply now to find out more about this Senior Contact Centre Officer opportunity.
Build Recruitment
Bedwas, Mid Glamorgan
Commercial Manager Retrofit Cardiff £80,000 £7,500 Car Allowance (or Company Car) About Us Build Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the built environment from executive to operative level. With offices in London, Manchester and the Southwest, we specialise in Housing, Construction, Facilities Management, Property, Surveying, Health & Safety and Sales. We are currently working with a leading social housing contractor who is looking to appoint an experienced Commercial Manager to lead the commercial function of their growing Retrofit division across Wales and the West. The Role As Commercial Manager, you will report directly to the Commercial Director and take overall commercial responsibility for a Retrofit business with an annual turnover of approximately £30 million . You will provide commercial leadership across multiple planned works, decarbonisation and retrofit projects, ensuring robust financial control, effective contract management and commercial best practice while supporting the continued growth of the business. Working closely with operational teams, clients, subcontractors and senior management, you will play a key role in maximising profitability, managing commercial risk and ensuring projects are delivered successfully. Day-to-Day Responsibilities Managing the commercial performance of a Retrofit division with an annual turnover of approximately £30 million. Reporting directly to the Commercial Director on commercial performance and project profitability. Leading and developing the commercial team across multiple projects. Preparing and reviewing project budgets, forecasts, valuations and final accounts. Managing subcontractor procurement, payments and contractual performance. Ensuring compliance with contractual obligations and company commercial procedures. Identifying and managing commercial risks and opportunities throughout the project lifecycle. Producing accurate cost reports, forecasts and financial information for senior management. Supporting operational teams to deliver projects safely, on programme and within budget. Building and maintaining strong relationships with clients, consultants and supply chain partners. Driving continuous improvement and best commercial practice across the Retrofit business. Requirements (Skills & Qualifications) Previous experience as a Commercial Manager or Senior Quantity Surveyor within the social housing, planned maintenance, refurbishment or retrofit sectors. Experience managing high-value contracts and commercial teams. Strong understanding of planned works, decarbonisation and retrofit programmes. Excellent knowledge of contract administration, cost management and commercial reporting. Experience working with NEC and/or JCT forms of contract. Strong negotiation, financial and analytical skills. Excellent leadership and stakeholder management abilities. Full UK Driving Licence. What's on Offer Salary of £80,000 . £7,500 Car Allowance or Company Car. Company pension with 3% employer contribution , plus additional salary sacrifice options. Private Medical Insurance. Life Assurance. Enhanced employee benefits package. Opportunity to join a leading social housing contractor delivering major retrofit and decarbonisation programmes. Excellent career progression within a growing and successful business. Please apply or contact Kirsty at Build Recruitment on (phone number removed) for further details.
Commercial Manager Retrofit Cardiff £80,000 £7,500 Car Allowance (or Company Car) About Us Build Recruitment provides specialist recruitment services, supplying quality candidates on a temporary or permanent basis to leading organisations throughout the built environment from executive to operative level. With offices in London, Manchester and the Southwest, we specialise in Housing, Construction, Facilities Management, Property, Surveying, Health & Safety and Sales. We are currently working with a leading social housing contractor who is looking to appoint an experienced Commercial Manager to lead the commercial function of their growing Retrofit division across Wales and the West. The Role As Commercial Manager, you will report directly to the Commercial Director and take overall commercial responsibility for a Retrofit business with an annual turnover of approximately £30 million . You will provide commercial leadership across multiple planned works, decarbonisation and retrofit projects, ensuring robust financial control, effective contract management and commercial best practice while supporting the continued growth of the business. Working closely with operational teams, clients, subcontractors and senior management, you will play a key role in maximising profitability, managing commercial risk and ensuring projects are delivered successfully. Day-to-Day Responsibilities Managing the commercial performance of a Retrofit division with an annual turnover of approximately £30 million. Reporting directly to the Commercial Director on commercial performance and project profitability. Leading and developing the commercial team across multiple projects. Preparing and reviewing project budgets, forecasts, valuations and final accounts. Managing subcontractor procurement, payments and contractual performance. Ensuring compliance with contractual obligations and company commercial procedures. Identifying and managing commercial risks and opportunities throughout the project lifecycle. Producing accurate cost reports, forecasts and financial information for senior management. Supporting operational teams to deliver projects safely, on programme and within budget. Building and maintaining strong relationships with clients, consultants and supply chain partners. Driving continuous improvement and best commercial practice across the Retrofit business. Requirements (Skills & Qualifications) Previous experience as a Commercial Manager or Senior Quantity Surveyor within the social housing, planned maintenance, refurbishment or retrofit sectors. Experience managing high-value contracts and commercial teams. Strong understanding of planned works, decarbonisation and retrofit programmes. Excellent knowledge of contract administration, cost management and commercial reporting. Experience working with NEC and/or JCT forms of contract. Strong negotiation, financial and analytical skills. Excellent leadership and stakeholder management abilities. Full UK Driving Licence. What's on Offer Salary of £80,000 . £7,500 Car Allowance or Company Car. Company pension with 3% employer contribution , plus additional salary sacrifice options. Private Medical Insurance. Life Assurance. Enhanced employee benefits package. Opportunity to join a leading social housing contractor delivering major retrofit and decarbonisation programmes. Excellent career progression within a growing and successful business. Please apply or contact Kirsty at Build Recruitment on (phone number removed) for further details.
