Contact Centre Manager - Housing
A fantastic opportunity to lead a multi-channel customer contact operation for a housing organisation, shaping a digital-first tenancy service and improving customer outcomes.
If you’ve also worked in the following roles, we’d also like to hear from you: Customer Service Manager, Customer Operations Manager, Contact Centre Operations Manager, Housing Customer Service Manager, Customer Experience Manager, Customer Contact Manager, Customer Services Manager, Service Delivery Manager, Call Centre Manager
This role is officially known as an Interim Contact Centre Manager (Customer & Digital)
SALARY: £65,826 per annum + Benefits
LOCATION: Hybrid / Ealing, West London - with office attendance in Ealing at least 3 times a week and attendance at other offices when required
JOB TYPE: Full-Time, 12 Month Fixed Term Contract
WORKING HOURS: 35 hours per week, Monday to Friday
JOB OVERVIEW
This is an excellent opportunity for a Contact Centre Manager to take ownership of day-to-day customer and digital contact centre performance across multiple channels, with responsibility for service quality, compliance and departmental KPIs.
The Contact Centre Manager will lead and coach Team Managers, strengthen tenancy and digital capability, and help maximise first contact resolution and reduce avoidable demand.
Working with Housing, Customer Support, Quality Assurance, Business Improvement and Digital Services colleagues, you will use insight and customer journeys to improve service delivery and channel shift.
As Contact Centre Manager you will also oversee budgets, workforce capacity, business continuity and complaints support to maintain an efficient, compliant and customer-focused service.
DUTIES
Your duties as the Contact Centre Manager include:
Performance & KPI Management: Deliver and report on departmental and organisational customer contact KPIs, analysing performance and supporting managers to address performance and training gaps
Leadership & Coaching: Lead, coach and develop Contact Centre Team Managers, building specialist tenancy and digital capability and support...
Contact Centre Manager - Housing employer: AWD online Careers
Join a thriving employee-owned manufacturing organisation in Bonnybridge, Falkirk, where your contributions as a Management Accountant will directly impact business performance and operational success. With a strong focus on employee development, a supportive work culture, and flexible working hours, this role offers a unique opportunity to grow within a dynamic team while enjoying the benefits of a collaborative environment. The company's commitment to its employees ensures that you will be valued and empowered to make meaningful decisions in your career.
