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 supporting consistently high team performance
- Compliance & Quality Assurance: Ensure contact services meet governance, regulatory and external standards, with risks logged and mitigated through robust quality assurance
- Customer Journey Improvement: Work with Business Improvement and insight teams to improve customer journeys, first contact resolution, customer experience and customer effort
- Digital Service Development: Support channel shift to more cost-effective digital channels and promote effective digital customer services
- Operational Planning: Manage service costs, budget, recruitment capacity, reporting and workforce requirements to support value for money
- Service Collaboration: Work with Housing, Customer Support and Repairs teams to align activity and resolve service gaps
- Business Continuity & Complaints: Lead contact centre business continuity planning and support stage 2 contact centre complaint responses
- Systems & Knowledge: Help ensure teams have effective systems, streamlined processes, SOPs and knowledge articles to support customers
CANDIDATE REQUIREMENTS
ESSENTIAL
- Previous leadership experience in a housing environment and in a contact centre environment
- Extensive knowledge of housing and tenancy-related issues
- Strong leadership, coaching and team development skills
- Customer service knowledge focused on quality and first contact resolution
- Analytical and problem-solving skills, including KPI analysis and performance improvement
- Strong stakeholder engagement and collaboration skills
- High proficiency in Microsoft Office, including Word, Excel and PowerPoint
- Experience of risk management and regulatory compliance in contact or complaint services
- Clear understanding of contact centre and telephony systems
- Knowledge of customer contact KPIs, quality assurance and workforce planning
- GCSE grade C/4 or above (or equivalent) in Maths and English
DESIRABLE
- Degree-level education
- Formally recognised housing qualification
- Understanding and experience of Consumer Standards relating to housing providers
- Knowledge of Genesys contact centre systems
- Proficiency in Microsoft Dynamics CRM
- Knowledge of emerging customer-service technologies including AI and automation
BENEFITS
- 25 days’ holiday plus Bank Holidays
- Employer pension contribution of up to 8%
- Annual allowance of up to £300 towards health and lifestyle benefits for you and your family
- Flexible benefits, salary exchange benefits, rewards and discounts
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%.
JOB REF: AWDO-C15168
#J-18808-Ljbffr
Contact Centre Manager - Housing (AWDO-C15168) in Ealing) employer: AWD Online
Join a dynamic and supportive team within a large education organisation that prioritises employee growth and wellbeing. With a strong focus on shaping the people strategy, you will benefit from a collaborative work culture, competitive salary, and opportunities for professional development while making a meaningful impact across North Somerset and Bristol.
