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- Tasks: Lead a passionate team to enhance customer experiences in our Repairs Contact Centre.
- Company: Accent, dedicated to building vibrant communities and supporting families.
- Benefits: 28 days holiday, health support, financial perks, and career development opportunities.
- Why this job: Make a real impact on people's lives while growing your career in a supportive environment.
- Qualifications: Experience in managing teams and a passion for customer service.
- Other info: Join us in creating a diverse workplace where your ideas truly matter.
The predicted salary is between 66003 - 72603 £ per year.
A place to make a difference
Location: Peterborough, hybrid 3 days a week onsite with occasional travel to other offices as required.
Salary: £66,003 per annum
Contract Type: Permanent
Hour: 35 hours per week, Monday - Friday between 8am and 6pm
With over 21,000 homes across the country, we are responsible for supporting thousands of customers and their families. We are proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.
If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.
About the role
We’re looking for a passionate, customer-focused leader to head up our Repairs Contact Centre. This service is vital to the wellbeing and safety of our customers, and your work will make a direct difference to how people experience their homes. As our Head of Customer Contact - Repairs, you’ll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. You’ll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).
What you’ll be doing:
- Leading the repairs contact centre to deliver a consistent, customer-centred service
- Managing performance, quality and colleague engagement
- Working closely with contractors and technical teams to improve the end to end customer journey
- Using data and insights to develop reporting and drive service improvements
- Influencing how customers connect with us in the future
- Building on a strong foundation to evolve and elevate the service
Salary
The spot salary for this post is £66,003 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
- CIH qualification or willingness to work towards
- Previous People Management experience, leading and managing a team in a high-volume, challenging, customer-focused, multi-channel contact centre environment
- Familiarity with managing customer expectations across varied contact channels, with an understanding of digital transformation and channel shift opportunities
- Previous experience of developing and coaching a team, managing performance and embedding a positive team culture
- Expertise in contact centre resource planning methods
- Financial and budget awareness, with the ability to monitor resources and manage costs
- Strong negotiation and communication skills, both verbal and written, with the ability to present to teams and individuals
- Proficiency in ICT and telephony systems relevant to contact centre operations and MS Office packages
- Experience in performance management, dispute resolution, and driving team success through KPIs
A place to build a future
We’ve got big ambitions and we’re looking for people who want to grow with us. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter. And because we believe great work deserves great rewards, here’s what you can look forward to:
- Generous time off - 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
- Health & wellbeing support - Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
- Financial perks - Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
- Future-focused benefits - Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
- Family-friendly policies - Enhanced parental leave, flexible working options, and support for work-life balance.
- Career development - From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more - we’ll help you grow and succeed.
We’re Committed to Inclusion
We believe diversity makes us stronger and we’re committed to creating a place where everyone feels valued, respected, and able to thrive. Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know - we’ll make it happen. Because this isn’t just a workplace - it’s a place to belong.
Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.
Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.
Head of Customer Contact - Repairs in Peterborough employer: ACCENT housing
Contact Detail:
ACCENT housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Contact - Repairs in Peterborough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. 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 interviews by researching the company and its values. Be ready to discuss how your experience aligns with their mission, especially in customer care and community impact. Show them you're not just looking for a job, but a place to make a difference!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your leadership and team management skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for the Head of Customer Contact - Repairs position.
We think you need these skills to ace Head of Customer Contact - Repairs in Peterborough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Contact - Repairs role. Highlight your relevant experience in customer service and team management, and show us how you can make a difference in our repairs contact centre.
Showcase Your Leadership Skills: We want to see your people management experience shine through! Share examples of how you've led teams in high-pressure environments and improved customer satisfaction. This is your chance to demonstrate your ability to inspire and engage others.
Be Data-Driven: Since the role involves using data to drive service improvements, include any experience you have with performance metrics or reporting. Let us know how you've used insights to enhance customer journeys in previous roles.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can't wait to hear from you!
How to prepare for a job interview at ACCENT housing
✨Know Your Customer Care Stuff
Make sure you brush up on your customer care knowledge, especially in the context of repairs. Be ready to discuss how you've previously managed customer expectations and improved service delivery in a contact centre environment.
✨Showcase Your Leadership Skills
As a Head of Customer Contact, you'll need to demonstrate your people management experience. Prepare examples of how you've led teams, driven performance, and fostered a positive team culture in high-pressure situations.
✨Data is Your Best Friend
Familiarise yourself with how data can drive service improvements. Be prepared to talk about how you've used insights to enhance customer journeys and improve Tenant Satisfaction Measures (TSMs) in your previous roles.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life scenarios related to managing a contact centre. Think about how you'd handle disputes, manage resources, and negotiate with contractors to ensure a seamless customer experience.
