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- Tasks: Lead a passionate team to enhance customer experiences in the Repairs Contact Centre.
- Company: Join a vibrant organisation dedicated to building strong communities and supporting families.
- Benefits: Enjoy 28 days holiday, health perks, flexible working, and career development opportunities.
- Why this job: Make a real impact on people's lives while growing your career in a supportive environment.
- Qualifications: Experience in managing teams and a passion for customer service are essential.
- Other info: Embrace diversity and inclusion in a workplace where your ideas truly matter.
The predicted salary is between 66003 - 79203 £ per year.
A place to make a difference
Location: Peterborough, hybrid – 3 days a week onsite with occasional travel to other offices as required.
Salary: £66,003 per annum
Contract Type: Permanent
Hour: 35 hours per week, Monday – Friday between 8am and 6pm
With over 21,000 homes across the country, our client is responsible for supporting thousands of customers and their families. They’re proud to build positive, long-lasting relationships that go beyond housing. The work they do supports their customers and creates vibrant communities where people of all backgrounds can thrive.
If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you with them.
About the role
They’re looking for a passionate, customer focused leader to head up their Repairs Contact Centre. This service is vital to the wellbeing and safety of their customers, and your work will make a direct difference to how people experience their homes. As their Head of Customer Contact – Repairs, you’ll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. You’ll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).
What you’ll be doing:
- Leading the repairs contact centre to deliver a consistent, customer centred service
- Managing performance, quality and colleague engagement
- Working closely with contractors and technical teams to improve the end to end customer journey
- Using data and insights to develop reporting and drive service improvements
- Influencing how customers connect with us in the future
- Building on a strong foundation to evolve and elevate the service
Salary
The spot salary for this post is £66,003 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
- CIH qualification or willingness to work towards
- Previous People Management experience, leading and managing a team in a high-volume, challenging, customer-focused, multi-channel contact centre environment
- Familiarity with managing customer expectations across varied contact channels, with an understanding of digital transformation and channel shift opportunities
- Previous experience of developing and coaching a team, managing performance and embedding a positive team culture
- Expertise in contact centre resource planning methods
- Financial and budget awareness, with the ability to monitor resources and manage costs
- Strong negotiation and communication skills, both verbal and written, with the ability to present to teams and individuals
- Proficiency in ICT and telephony systems relevant to contact centre operations and MS Office packages
- Experience in performance management, dispute resolution, and driving team success through KPIs
A place to build a future
They’ve got big ambitions and they’re looking for people who want to grow with them. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter. And because they believe great work deserves great rewards, here’s what you can look forward to:
- Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
- Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
- Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
- Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
- Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
- Career development – From Stepping into Management and Management Essentials training to their Leadership Academy, apprenticeships, and more – they’ll help you grow and succeed.
They’re Committed to Inclusion
They believe diversity makes them stronger and they’re committed to creating a place where everyone feels valued, respected, and able to thrive. Their recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let them know – they’ll make it happen. Because this isn’t just a workplace – it’s a place to belong.
Please don’t delay in submitting your application. Where roles are urgent or they receive a high volume of applications, they may interview and conclude the process prior to any closing date indicated. Please note candidates must have current eligibility to live and work in the UK, our client does not currently hold a sponsorship license.
If you’re looking for a place you can make a positive difference to society, to their organisation and to your future, apply now.
Head of Customer Contact Repairs employer: EASYWEBRECRUITMENT.COM
Contact Detail:
EASYWEBRECRUITMENT.COM Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Contact Repairs
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for the Head of Customer Contact role. 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 those interviews! Research the company and its values, especially around customer care and community impact. Think about how your experience aligns with their mission and be ready to share specific examples that showcase your leadership skills.
✨Tip Number 3
Practice makes perfect! Get a friend or mentor to do mock interviews with you. This will help you refine your answers and boost your confidence. Plus, it’s a great way to get feedback on your communication style.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our process. So, go ahead and hit that apply button!
We think you need these skills to ace Head of Customer Contact Repairs
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Contact - Repairs role. Highlight your relevant experience in customer service and team management, and show us how you can make a difference in our organisation.
Showcase Your Leadership Skills: We want to see your leadership style! Share examples of how you've successfully managed teams in high-pressure environments. Let us know how you’ve driven performance and created a positive team culture.
Be Data-Driven: Since this role involves using data to improve services, include any experience you have with data analysis or reporting. Show us how you've used insights to enhance customer experiences in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at EASYWEBRECRUITMENT.COM
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent projects. Understanding their commitment to customer care and community building will help you align your answers with their goals.
✨Showcase Your Leadership Skills
As a potential Head of Customer Contact, it’s crucial to demonstrate your people management experience. Prepare specific examples of how you've led teams in high-pressure environments and improved performance through coaching and engagement.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to manage customer expectations. Think of scenarios where you successfully resolved conflicts or improved service delivery, and be ready to discuss the outcomes.
✨Highlight Your Data-Driven Approach
Since the role involves using data to drive improvements, be prepared to talk about how you've used insights to enhance customer experiences in the past. Share any relevant metrics or KPIs that showcase your success in previous roles.
