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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 centres and strong analytical skills are essential.
- 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 at resourcing@a2dominion.co.uk
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 – danny.banks@a2dominion.co.uk
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 employer: A2Dominion Group
Contact Detail:
A2Dominion Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Repairs Contact Centre Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the contact centre industry, especially those who might know about opportunities at A2Dominion. A friendly chat can sometimes lead to a foot in the door.
✨Tip Number 2
Prepare for the interview by researching A2Dominion's values and recent projects. Show us that you’re not just another candidate but someone who genuinely cares about making a difference in the community.
✨Tip Number 3
Practice your leadership stories! We want to hear about your experiences leading teams and driving performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨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, it shows us you’re serious about joining our team.
We think you need these skills to ace Repairs Contact Centre Manager
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 customer service expertise!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to drive performance and improve service quality. Use metrics where possible – numbers speak volumes and help us understand the impact you've made!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits into our culture, so don’t be afraid to share your passion for customer service and your approach to leading teams. Be yourself!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
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.
