Interim Contact Centre Manager

Social network you want to login/join with: Interim Contact Centre Manager Location: Ealing/Hybrid (Minimum of 2/3 Days a Week in Ealing Office) Salary: £62,970 Full time – FTC – 6-9 Months A2Dominion is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work. We’re a strong player in our field and part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers. Role Purpose To oversee the day-to-day running of the Contact Centre Operation across all channels, including delivering departmental KPIs. To manage and support Contact Centre Team Managers to deliver a digital-first, first contact, quality-focused, and fully compliant service across all tenures. To oversee Out of Hours/Overflow Services and ensure collaboration with second-line teams across Property and Tenancy. Key Responsibilities Report on all departmental and organizational KPIs relating to Customer Contact. Ensure contact services are compliant with governance, regulatory, and external standards, managing risks and supporting Quality Assurance. Manage costs related to Customer Servicing within budget, ensuring value for money. Contribute to and deliver the wider Contact Strategy. Provide leadership, coaching, and support to Contact Centre Team Managers. Upskill teams to become specialists, maximize first contact resolution, and reduce failure demand. Analyze performance against KPIs, identify gaps, and support managers in addressing issues. Set targets, create a high-energy environment, and drive team performance. Establish dashboards and reports with the Operational Performance Team and Real Time Analyst. Work with recruitment to ensure appropriate capacity within budget. Lead management and utilization of Out of Hours and Contact Overflow services. Review Out of Hours offering to ensure value, standards, and business needs are met. Lead on Customer & Digital Contact incentive programs, including gamification. Coordinate with the Quality Assurance Team to ensure assessments meet standards and share best practices. Support Service Improvement initiatives and digital channel shifts. Utilize insights and reporting to improve customer experience and first contact resolution. Review customer journeys to maximize resolution rates. Lead Business Continuity Planning for the Contact Centre. Respond to stage 2 Contact Centre complaints and support peers as needed. Collaborate with Property Services Teams and second-line Customer Support Teams to improve services and reduce failure demand. Ensure agents have the necessary tools, systems, and processes. Support the promotion of the Customer Hub and share successes. About You Leadership & Coaching skills to develop team managers. Deep understanding of customer service principles and best practices. Strong communication and collaboration skills. Analytical skills to interpret KPIs and implement solutions. Stakeholder engagement abilities. Proficiency in Microsoft Office programs. Experience in risk management and compliance. Knowledge of Contact Centre systems (CSAAS) and telephony. Knowledge of industry trends like AI, automation, and engagement tools. Understanding of KPIs, metrics, and Quality Assurance standards. Experience in Workforce Planning & Recruitment, with familiarity with Genesys CCAAS and Microsoft Dynamics CRM as advantages. We want you to bring your knowledge and experience to improve people’s lives. Benefits 25 days’ holiday plus Bank Holidays, increasing to 28 days after 3 years. Up to 8% contributory pension. Flexible working. Learning and development opportunities. If you need reasonable adjustments during recruitment, contact our Talent Team. A2Dominion is proud to be a family-friendly employer. We value equality, diversity, and inclusivity, creating a workplace where everyone belongs. Join us and contribute to our recovery journey, making lasting positive impacts in our customers’ lives. Apply now to be part of our team. #J-18808-Ljbffr