At a Glance
- Tasks: Lead a dynamic team in a high-volume contact centre, managing 30,000 calls monthly.
- Company: Large housing organisation focused on customer service excellence.
- Benefits: Competitive pay of £27 - £30 per hour plus holiday pay, Monday to Friday schedule.
- Other info: Ideal for those ready to lead and enhance customer service operations.
- Why this job: Make an immediate impact and drive service improvements in a busy environment.
- Qualifications: Proven experience in contact centre management and strong leadership skills.
The predicted salary is between 30 - 30 £ per hour.
I'm working with a large housing organisation who are looking for an experienced Contact Centre Manager to provide interim leadership across a high-volume customer contact operation.
This is a hands-on leadership role where you'll oversee a high-volume customer contact operation handling around 30,000 calls per month, leading a team of approximately 60 employees across reception, contact centre and back-office functions.
The organisation is looking for an experienced manager, ideally from a housing background, who can quickly establish credibility, provide visible leadership, manage performance and keep a critical customer service operation running effectively.
The Role
- Lead and manage a team of approximately 60 staff
- Directly manage 2 Senior Team Leaders and 4 Team Leaders
- Oversee a high-volume contact centre environment handling around 30,000 calls monthly
- Manage service delivery against key KPIs and SLAs
- Drive service improvements and operational efficiencies
- Support and improve performance across teams
- Monitor workforce planning, productivity and customer outcomes
- Analyse and report on performance data and service metrics
- Ensure excellent customer service standards are maintained across both telephony and back-office functions
Approximately 80% of the role is focused on contact centre operations, with the remaining 20% supporting customer service administration and back-office teams.
About You
- Proven experience managing a contact centre or customer operations function
- Strong people management and performance management skills
- Experience leading through Team Leaders and management layers
- Comfortable working in a fast-paced, KPI-driven environment
- Strong reporting and data analysis capability
- Ability to identify and implement service improvements
- Housing sector experience would be highly desirable, although candidates from large-scale customer contact environments will also be considered
- QL Housing Management System
- Netcall Telephony System
What's on Offer?
- £27 - £30 per hour PAYE plus holiday pay
- Monday to Friday working pattern
- Opportunity to make an immediate impact within a busy customer-focused service
This is an ideal opportunity for an experienced Contact Centre Manager, Customer Services Manager or Operations Manager who can hit the ground running and provide strong leadership from day one!
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Contact Centre Manager - Housing employer: Allscreens Nationwide Ltd
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StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager - Housing
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Allscreens Nationwide Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Allscreens Nationwide Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Contact Centre Manager - Housing
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Allscreens Nationwide Ltd.
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Allscreens Nationwide Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Allscreens Nationwide Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
