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- Tasks: Lead a busy contact centre, ensuring top-notch customer service and team performance.
- Company: Join a2dominion Group Ltd, a leader in housing repairs and maintenance.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in customer satisfaction while driving innovative service improvements.
- Qualifications: Proven experience in contact centre management and strong leadership skills required.
- Other info: Dynamic role with a focus on digital transformation and continuous improvement.
The predicted salary is between 64000 - 64000 £ per year.
An exciting opportunity for an experienced contact centre leader to manage high-volume repairs and maintenance customer services, driving performance, quality, compliance and customer satisfaction within a fast-paced environment.
This position is known within the organisation as an Interim Repairs Contact Centre Manager.
Key Requirement: Candidates must have previous Contact Centre Management Experience, ideally from Housing / Local Authority environments managing Property Repairs and Maintenance Enquiries.
Salary: circa. £64,000 per annum
Location: Hybrid Working (2 – 3 Days in the Office per Week)
Job Type: 12 Month Full-Time, Interim Contract
We have a fantastic new job opportunity for a Housing Repairs and Maintenance Contact Centre Manager to lead the day-to-day operation of a busy customer contact centre delivering repairs services across multiple channels. As a Housing Repairs and Maintenance Contact Centre Manager, you will oversee performance, quality assurance and compliance while leading and developing team managers to achieve excellent customer outcomes and first contact resolution. The Housing Repairs and Maintenance Contact Centre Manager will play a key role in driving continuous improvement, digital channel shift and cost efficiency, working closely with internal stakeholders to improve end-to-end customer journeys.
Duties:
- Operational Leadership: Overseeing the daily running of the contact centre across all customer channels
- People Management: Leading, coaching and supporting contact centre team managers to deliver high performance
- Performance Management: Delivering and reporting against KPIs including service levels, quality and customer satisfaction
- Customer Experience: Driving improvements in first contact resolution and reducing failure demand
- Quality Assurance: Acting as Contact Quality Assurance Lead and embedding best practice
- Service Improvement: Supporting digital transformation and channel shift initiatives
- Stakeholder Collaboration: Working closely with property services and second-line teams to improve customer journeys
- Contract Management: Acting as operational lead for out-of-hours and overflow service providers
- Cost Control: Managing customer contact budgets to ensure value for money
- Workforce Planning: Supporting recruitment and capacity planning to maintain appropriate staffing levels
Candidate Requirements:
- Essential:
- Proven experience leading contact centre operations in a high-volume environment
- Strong leadership and coaching skills with experience managing managers
- Experience using KPIs, dashboards and performance data to drive improvement
- A strong understanding of customer service best practice and first contact resolution
- Experience managing risk, compliance and quality standards
- Knowledge of contact centre systems and telephony platforms such as Genesys
- Desirable:
- Experience within housing, repairs or maintenance service environments
- Exposure to digital transformation or channel shift programmes
This role requires a DBS check. The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.
NO AGENCIES PLEASE
APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-C14334
This job is being advertised by AWD online on behalf of a2dominion Group Ltd. Full-Time, Interim Contract Call Centre Jobs, Careers and Vacancies. Find a new job and work in Ealing, West London.
Contact Centre Manager / Housing Repairs and Maintenance Call Centre employer: A2Dominion
Contact Detail:
A2Dominion Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager / Housing Repairs and Maintenance Call Centre
✨Tip Number 1
Network like a pro! Reach out to your contacts in the housing and repairs sector. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research common questions for contact centre management roles and practice your answers. We want you to shine when discussing your leadership and performance management experience.
✨Tip Number 3
Showcase your achievements! When you get the chance to chat with potential employers, highlight specific KPIs you've improved or successful projects you've led. Numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing familiar faces from our community!
We think you need these skills to ace Contact Centre Manager / Housing Repairs and Maintenance Call Centre
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your contact centre management experience, especially in housing or local authority environments. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Housing Repairs and Maintenance Contact Centre Manager role. Share specific examples of how you've driven performance and customer satisfaction in previous roles.
Showcase Your Leadership Skills: Since this role involves leading and coaching team managers, make sure to highlight your leadership style and any successful initiatives you've implemented. We love to see how you’ve motivated teams to achieve high performance!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out on joining our fantastic team!
How to prepare for a job interview at A2Dominion
✨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 previous roles, especially in high-volume environments.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership and coaching abilities. Think about times when you’ve successfully managed a team or improved performance through effective people management.
✨Understand the Customer Journey
Brush up on best practices for customer service and first contact resolution. Be prepared to discuss how you would enhance the customer experience in a housing repairs context, focusing on reducing failure demand.
✨Embrace Digital Transformation
Familiarise yourself with digital channel shifts and how they can improve service delivery. Be ready to share your thoughts on implementing technology in the contact centre to enhance efficiency and customer satisfaction.
