Head of Contact Centre in City of Westminster

Are you a strategic leader who is passionate about delivering exceptional customer service and shaping the future of customer engagement? We are looking for an experienced Head of Contact Centre to lead, inspire and develop a high-performing multi-site Contact Centre and planning operation within a dynamic Housing Association.

In this pivotal leadership role, you will provide strategic oversight across customer contact, resource planning and repairs planning functions. You will be responsible for ensuring operational excellence while consistently delivering and exceeding the targets set out in the annual business plan. By championing a truly customer-centric culture, you will help ensure that services not only meet regulatory requirements but also deliver a seamless and positive experience for every resident.

You will lead a large and complex customer service function, planning and organising activity to achieve high service standards and compliance with Consumer Standards. Working closely with senior stakeholders across the organisation, you will optimise the customer journey, strengthen collaboration, and ensure stakeholders fully understand the purpose, value and impact of the Contact Centre and planning teams.

We are looking for a leader who combines strategic thinking with operational expertise. You will bring senior-level experience in customer service management and strategy within a commercially focused environment, alongside a strong understanding of the social housing landscape. Your knowledge of housing legislation, regulatory expectations, and best practice in modern omni-channel contact environments will ensure the service remains compliant, forward-thinking and responsive to residents' needs.

Most importantly, you will be a confident change leader, someone who can drive transformation, embed new ways of working and inspire teams to embrace innovation while maintaining a relentless focus on customer experience. This is an exciting opportunity to shape the future of customer engagement, influence organisational strategy, and make a meaningful difference to the experience of residents every day.

If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying. Salaries are just the starting point. Here at Clarion, we are dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle – dive in and find out more.

This is a hybrid role with a base location at our head office in London. Candidates will be expected to work from the office 1-2 days a week and travel to Maidstone when required. We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks. We are committed to building a strong, diverse workforce and making Clarion an inclusive place to work.