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For Companies At a Glance
- Tasks: Lead a busy contact centre, ensuring top-notch customer service and team performance.
- Company: Join a dynamic organisation focused on housing repairs and maintenance.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real difference in customer experiences while leading a passionate team.
- Qualifications: Proven contact centre management experience, ideally in housing or local authority.
- Other info: Exciting chance to drive digital transformation and improve customer journeys.
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
JOB OVERVIEW
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%.
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.
Contact Centre Manager / Housing Repairs and Maintenance Call Centre employer: AWD online
Contact Detail:
AWD online 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 interviews by practising common questions related to contact centre management. Think about how you’d handle performance issues or improve customer satisfaction – we want to see your leadership skills shine!
✨Tip Number 3
Showcase your achievements! When discussing your experience, highlight specific KPIs you've improved or successful projects you've led. Numbers speak volumes, so let them do the talking for you.
✨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 candidates who are proactive about their job search.
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 is tailored to the role of Contact Centre Manager. Highlight your experience in managing high-volume customer services, especially in housing or local authority environments. We want to see how your skills match what we're looking for!
Showcase Leadership Skills: In your application, emphasise your leadership and coaching abilities. Share examples of how you've led teams to achieve performance targets and improve customer satisfaction. We love seeing how you can inspire others!
Use Relevant Keywords: Incorporate keywords from the job description into your application. Terms like 'performance management', 'first contact resolution', and 'quality assurance' will help your application stand out. We’re looking for candidates who understand our needs!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at AWD online
✨Know Your Numbers
Before the interview, brush up on your KPIs and performance metrics. Be ready to discuss how you've used data to drive improvements in previous roles. This will show that you understand the importance of performance management in a contact centre environment.
✨Showcase Your Leadership Style
Prepare examples of how you've led and developed teams in high-pressure situations. Think about specific challenges you've faced and how your leadership made a difference. This will help demonstrate your capability to manage and inspire team managers effectively.
✨Understand the Customer Journey
Familiarise yourself with the end-to-end customer journey in housing repairs and maintenance. Be ready to discuss how you've improved customer experiences in the past, especially focusing on first contact resolution and reducing failure demand.
✨Embrace Digital Transformation
Since this role involves supporting digital channel shifts, be prepared to talk about any experience you have with digital transformation initiatives. Highlight how you've adapted to new technologies and how they can enhance customer service in a contact centre setting.
