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- 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 satisfaction while leading a passionate team.
- Qualifications: Proven contact centre management experience and strong leadership skills required.
- 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.
Key Requirements:
- 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...
Contact Centre Manager / Housing Repairs and Maintenance Call Centre in London 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 in London
✨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 – they’ll want to hear your strategies!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've successfully managed teams and driven performance in previous roles. Use specific examples to illustrate your impact.
✨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 in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your contact centre management experience, especially in housing or local authority environments. We want to see how your skills align with the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Housing Repairs and Maintenance Contact Centre Manager role. Share specific examples of how you've driven performance and customer satisfaction in previous roles.
Showcase Your Leadership Skills: Since this role involves leading and coaching team managers, make sure to highlight your leadership style and any successful initiatives you've implemented. We love to see how you’ve developed teams and improved performance!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at AWD online
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to contact centres. Be ready to discuss how you've used data to drive improvements in previous roles, especially in high-volume environments like housing repairs.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership and coaching skills. Think about specific instances where you’ve successfully managed team managers and improved performance. This will demonstrate your ability to lead effectively in a fast-paced setting.
✨Understand the Customer Journey
Brush up on best practices for customer service and first contact resolution. Be prepared to discuss how you would enhance the customer experience in a repairs and maintenance context, as this is crucial for the role.
✨Embrace Digital Transformation
Familiarise yourself with digital channel shifts and how they can improve service delivery. Be ready to share your thoughts on implementing these changes in a contact centre environment, as it shows you're forward-thinking and adaptable.
