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- Tasks: Lead a dynamic contact centre team to deliver exceptional customer service and drive performance.
- Company: Join A2Dominion, a not-for-profit organisation dedicated to creating homes and communities.
- Benefits: Enjoy flexible benefits, competitive salary, and a supportive work environment.
- Why this job: Make a real impact in a role that enhances customer experiences and drives service quality.
- Qualifications: Proven leadership in contact centre operations and strong analytical skills.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Location: Ealing (Hybrid (2–3 days in the office per week)
Contract: 12 months
Lead a high-performing contact centre delivering great customer outcomes.
Are you an experienced contact centre leader who thrives in fast-paced, customer-focused environments? Do you have a strong track record of leading managers, driving performance, and improving service quality while balancing cost, compliance, and customer experience?
We’re looking for an Interim Contact Centre Manager – Repairs to oversee the day-to-day operation of our Customer Contact Centre. This role is critical in ensuring we deliver a digital-first, quality-focused, and fully compliant service across all channels, while driving performance against key KPIs and improving first contact resolution for our customers.
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re also a proud member of the G15, helping lead the sector and tackle the housing crisis.
Key Responsibilities
- Oversee the day-to-day running of the Contact Centre across all channels
- Lead, coach, and support Contact Centre Team Managers to deliver high performance and service quality
- Create a high-energy, results-focused environment that maximises team performance
- Deliver and report on departmental and organisational KPIs relating to customer contact
- Drive improvements in first contact resolution, customer satisfaction, and reduction of failure demand
- Work with performance teams to develop dashboards, reporting, and insight to improve service delivery
- Ensure services are compliant with governance, regulatory, and external standards
- Act as Contact Quality Assurance Lead, working with QA teams to embed best practice
- Support service improvements and digital channel shift to enhance customer experience and reduce effort
- Act as contractual and operational lead for Out of Hours and overflow services
- Continually review the Out of Hours offering to ensure value for money and service quality
- Work closely with Property Services, Customer Support, and second-line teams to improve end-to-end customer journeys
- Manage customer contact costs, ensuring services operate within budget and deliver value for money
- Work with recruitment and workforce planning teams to ensure appropriate capacity levels
More About You
- Proven experience leading contact centre operations in a complex, high-volume environment
- Strong leadership and coaching capability, with experience developing managers and teams
- Deep understanding of customer service best practice and first contact resolution
- Strong analytical skills, with experience using KPIs and performance data to drive improvement
- Experience managing risk, compliance, and quality standards in a contact environment
- Knowledge of contact centre systems and telephony platforms (e.g., Genesys or similar)
- Experience working within housing, property services, or a similar customer service environment (desirable)
Choosing us is easy
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.
Inclusion at A2Dominion
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.
We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply - or 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 Danny Banks – The role closes on 2nd Feb 2026, we reserve the right to close this role upon appointment of the right candidate.
Contact Center Manager in London employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Manager in London
✨Tip Number 1
Get to know the company inside out! Research A2Dominion's mission and values, and think about how your experience aligns with their goals. This will help you stand out in interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn to gain insights into the company culture and the role. They might even give you tips on what the hiring managers are looking for!
✨Tip Number 3
Prepare for those tricky interview questions! Think about examples from your past experiences that showcase your leadership skills and ability to drive performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Contact Centre Manager position.
We think you need these skills to ace Contact Center Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in contact centre management. We want to see how your skills align with our needs, so don’t hold back on showcasing your achievements!
Showcase Your Leadership Skills: As a Contact Centre Manager, your leadership abilities are key. Use your application to demonstrate how you've successfully led teams in the past, focusing on specific examples that show your impact on performance and service quality.
Highlight Your Analytical Skills: We love data-driven decision-making! Be sure to mention any experience you have with KPIs and performance metrics. Show us how you've used these tools to drive improvements in customer service and operational efficiency.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets the attention it deserves, and we can’t wait to hear from you!
How to prepare for a job interview at A2Dominion Group
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to contact centres. Be ready to discuss how you've used data to drive improvements in customer satisfaction and first contact resolution in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership and coaching abilities. Think about specific instances where you’ve developed managers or improved team performance, and be ready to share these stories during the interview.
✨Understand the Company’s Mission
Research A2Dominion’s social purpose and values. Be prepared to explain how your experience aligns with their mission of creating homes and communities people love, and how you can contribute to their goals.
✨Prepare for Scenario Questions
Anticipate questions that may ask how you would handle specific challenges in a contact centre environment. Think through scenarios related to compliance, service quality, and cost management, and have your strategies ready to discuss.
