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 we’re part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.

To effectively oversee the day-to-day running of the Contact Centre Operation across all channels including the delivery of departmental KPI’s.

To manage and support the Contact Centre Team Managers to deliver a digital first, first contact, quality focused and fully compliant service, across all tenures.

To oversee day-to-day management of our Out of Hours/Overflow Services.

To ensure collaborative working and operational cohesion with second line teams across both Property and Tenancy.

• Deliver and report on all departmental and organisational KPI’s relating to Customer Contact.
• Ensure all contact services are fully compliant against governance, regulatory and external standards and that any risks are logged, managed and mitigated against, and supported through robust Quality Assurance.
• Effectively manage costs relating to Customer Servicing and ensure services are managed within agreed budget and delivering value for money.
• Contribute towards the development of, and deliver against the wider Contact Strategy.
• Provide ongoing effective leadership, coaching, development and real-time support for Contact Centre Team Managers.
• Through effective management of Contact Centre Team Managers, and collaborating with Contact Centre Training Manager, upskill teams to become specialists, maximising first contact resolution for customers, with ongoing focus on reducing failure demand.
• Analyse Customer Contact performance against KPIs, providing support for Managers in identifying performance and training gaps; supporting Managers to address issues.
• Maximise Customer Contact Team performance by setting stretching targets, creating a high energy environment to drive optimum results.
• Work with Operational Performance Team and Real Time Analyst to establish dashboards and reports that track and measure Customer Contact performance against KPI’s.
• Work with the recruitment team to ensure appropriate capacity at all times, whilst staying within department budget across the financial year.
• Act as contractual and operational lead for management and utilisation of Out of Hours and Contact Overflow service.
• Continually review Out of Hours offering, working with key internal stakeholders, ensuring it delivers value for money, contractual outcomes and meets appropriate standards and business need.
• Act as lead on Customer & Digital Contact incentive programmes including effective use of gamification where appropriate.
• Work with the Quality Assurance Team to act as Contact Quality Assurance Lead, ensuring Quality Assurance assessments are delivered in line with external standards and ensuring best practice is shared amongst the Customer and Digital Management Community.
• Support Service Improvement Manager and associated digital roles to deliver channel shift to more cost-effective digital channels.
• Work closely with Operational Performance Team to utilise business insights and reporting to identify and address gaps in Contact experience to improve customer experience, reduce customer effort and increase first contact resolution.
• Work closely with the Business Improvement Team to continually evolve the existing offering by continually reviewing customer journeys to maximise first contact resolution rates.
• Act as Contact Centre Business Continuity Planning lead.
• Support overall business objectives, by responding to stage 2 Contact Centre complaints supporting peers when required, ensuring appropriate responses are provided within agreed business and HOS timeframes.
• Work in collaboration, and meet regularly with all Property Services Teams (Pyramids, Property Projects, and Building Services) to address any ongoing issues and to make necessary improvements and changes to services where gaps are identified to optimise customer experience, reduce failure demand and delivery value for money.
• Work in collaboration, and meet regularly with second line Customer Support Team to address any ongoing issues and to make necessary improvements and changes to services where gaps are identified.
• Agree effective ways of working that enhance increase first contact resolution, improve customer experience, reduce failure demand and deliver value for money.
• Work in collaboration with relevant teams to ensure agents have the tools required to effectively service customers including appropriate systems and streamlined processes supported by SOP and Knowledge Articles.
• Work in collaboration with Service Improvement Manager to support Project Director of Customer & Digital Contact in promoting the Customer Hub across the organisation, sharing and promoting successes.

• Leadership & Coaching – Ability to lead, mentor, and develop Contact Centre Team Managers to optimize team performance.
• Customer-Centric Approach and Customer Service Expertise – A deep understanding of customer service principles and best practice, ensuring high-quality interactions and first-contact resolution.
• Communication & Collaboration – Working with multiple teams (Quality Assurance, Recruitment, Business Improvement) to streamline processes and improve service delivery.
• Analytical & Problem-Solving Skills – Capability to analyse KPIs, identify performance gaps, and implement solutions.
• Stakeholder Engagement - Strong communication, negotiation, and collaboration skills to engage with multiple stakeholders across the organisation and externally.
• High proficiency in all Microsoft Office Programmes (Word, Excel, PowerPoint).
• Risk and Compliance Management - Experience of risk management, and ensuring compliance with regulations, particularly related to contact and complaint services.
• Knowledge and clear understanding of Contact Centre systems (CSAAS) and associated telephony systems.
• Knowledge of Industry Trends & Innovations – Keeping up with emerging technologies such as AI, automation, and customer engagement tools.
• Knowledge of Customer Contact KPIs & Metrics – Understanding key performance indicators and how to measure success.
• Knowledge of Quality Assurance Standards – Ensuring compliance with external standards and best practices.
• Knowledge of Workforce Planning & Recruitment – Ensuring appropriate staffing levels while staying within budget.
• It would be an advantage to have experience of the Genesys CCAAS platform and/or Microsoft Dynamics CRM.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.

Benefits

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service.
• Up to 8% contributory pension.
• Flexible working.
• Investment in your learning and development.

If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: recruitment@a2dominion.co.uk.

A2Dominion are proud to be a family friendly employer. Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong.

Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.