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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 housing provider with a social purpose.
- Benefits: Enjoy flexible benefits, competitive salary, and a supportive work environment.
- Why this job: Make a real impact in the community while developing your leadership skills.
- Qualifications: Proven experience in contact centre operations and strong leadership abilities.
- Other info: Inclusive workplace that values diversity and offers career growth opportunities.
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.
Repairs Contact Centre Manager in London employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Repairs Contact Centre Manager in London
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a role. You never know who might have the inside scoop on opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your experience aligns with their goals. This will help you stand out as someone who genuinely cares about contributing to their success.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable talking about your achievements and how they relate to the role of Repairs Contact Centre Manager. The more you practice, the more confident you'll feel when it’s showtime!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Repairs Contact Centre 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 operations. We want to see how your skills align with our needs, so don’t hold back on showcasing your leadership and performance improvement achievements!
Showcase Your Customer Focus: In your application, emphasise your commitment to delivering great customer outcomes. Share specific examples of how you've improved customer satisfaction or first contact resolution in previous roles. We love to see that passion for customer service!
Be Data-Driven: Since we’re all about KPIs and performance data, include any relevant metrics or results from your past experiences. Whether it’s reducing costs or improving service quality, numbers speak volumes and help us understand your impact.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our organisation there!
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.
