At a Glance
- Tasks: Lead a dynamic team to enhance customer service in a fast-paced contact centre.
- Company: First Choice Homes Oldham, dedicated to improving lives and communities.
- Benefits: Competitive salary, 30 days holiday, hybrid working, and generous pension scheme.
- Other info: Join a diverse workplace committed to inclusion and career development.
- Why this job: Make a real impact by shaping customer experiences and leading a supportive team.
- Qualifications: Experience in managing teams in high-volume customer service environments.
The predicted salary is between 38449 - 50000 £ per year.
Improving lives in Oldham
Salary: £42,795
Contract: Fixed Term contact until March 2027
Hours: 37 hours per week, between 8am and 6pm, Monday to Friday - no Weekends.
Location: Oldham - Hybrid
Are you an experienced contact centre leader who knows how to motivate teams, improve performance and deliver excellent customer service in a fast-paced, target-driven environment? At First Choice Homes Oldham, we are looking for a Contact Centre Team Manager to help lead and improve our Contact Centre as we continue to strengthen the way customers access our services. You do not need to come from a housing background. We are interested in hearing from people who have led teams in busy, customer-focused environments such as banking, retail, utilities, telecoms, insurance, financial services or other high-volume contact centre settings.
The role
Our Contact Centre is often the first point of contact for our customers, so the service we provide really matters. You will manage a team of around 10 Contact Centre Advisors within a wider team of 21, supporting them to deliver a responsive, professional and customer-focused service across a range of enquiries. This is a great opportunity for someone who enjoys pace, problem-solving and continuous improvement. You will play a key role in helping us improve performance, strengthen quality and make sure customers receive the right support first time.
The impact you’ll make
As Contact Centre Team Manager, you will help shape how customers experience FCHO. You will support advisors to manage busy call volumes, meet service targets, handle challenging conversations and deliver a consistently high standard of customer care. You will also use performance data, call quality, customer feedback and complaints insight to identify improvements and support a more efficient, modern and customer-focused Contact Centre.
What you’ll be doing
- Support the day-to-day running of a busy, fast-paced Contact Centre.
- Manage performance against key targets, including response times, call quality, productivity and customer satisfaction.
- Use data, call monitoring and customer feedback to improve service quality.
- Motivate your team through regular one-to-ones, coaching, feedback and development conversations.
- Support improvements to processes, procedures, scripts, IVR messages and customer access routes.
- Work closely with teams across the business to deliver a joined-up, “right first time” customer experience.
- Help manage rotas, resources and staffing levels to meet customer demand.
- Support service improvement plans, policies and process reviews.
- Manage complaints, compliments and suggestions, using insight to identify areas for improvement.
- Support your team to understand key housing requirements, including Awaab’s Law, repairs, complaints and tenant service standards.
About you
We are looking for someone who has experience leading teams in a busy contact centre or high-volume customer service environment. You will be confident managing performance, coaching people and supporting teams through change. You will understand what good customer service looks like and know how to create structure, consistency and accountability within a team. You do not need to know housing regulation from day one, but you will need to be willing to learn and understand the regulatory environment we work in.
- Experience managing, coaching and developing a team.
- Experience working in a busy, fast-paced, target-driven contact centre or customer service environment.
- Experience using performance data, quality monitoring or customer insight to improve service.
- The ability to motivate others and create a positive, high-performing team culture.
- Strong planning, prioritisation and decision-making skills.
- Confidence managing difficult conversations with customers and colleagues.
- Strong written and verbal communication skills.
- Experience supporting service improvement, change or contact centre transformation.
- Experience improving customer journeys, processes, scripts or service standards.
What’s in it for you?
We offer a fantastic range of benefits designed to support your wellbeing, work–life balance and career development:
- Competitive salary
- 37-hour working week with hybrid working options
- 30 days’ annual leave plus bank holidays
- Option to purchase additional annual leave
- Defined contribution pension scheme with up to 10% employer contribution
- Private health insurance and healthcare cash plan
- Employee Assistance Programme (24/7 support)
- 24/7 GP access through Doctorline
- Discounts, wellbeing tools and gym membership
- Professional subscriptions paid (where required)
- Enhanced family-friendly policies
- On-site wellbeing room and café
- Long service awards
Interested? If you are passionate about leading teams, improving customer service and helping people access the right support when they need it, we’d love to hear from you. Please submit your application before 25/05/2026. Please note, we reserve the right to close this vacancy early should we receive a high volume of applications.
Inclusion and accessibility
We are committed to building an organisation that represents a variety of backgrounds, perspectives, skills and are proud to be an equal opportunity workplace. As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know and we’ll do all we can.
The Company
At First Choice Homes Oldham, we’re all about being a community anchor organisation and making a positive difference where we work. Our dedicated team delivers this every day through good quality, affordable homes, excellent services and thriving communities for customers living in our 11,500 homes across Oldham and surrounding boroughs. We’re a significant employer in the local area and we’re ambitious to grow. We ensure colleagues enjoy working at FCHO, are developed and can build careers for successful futures. Join us and become a part of a team passionate about providing homes we are proud of and improving lives.
The Benefits
- 30 days holiday
- Generous pension scheme
- Hybrid working
- Family friendly policies
Contact Centre Team Manager in Oldham employer: First Choice Homes Oldham
At First Choice Homes Oldham, we pride ourselves on being a community-focused employer that values the well-being and development of our staff. With a competitive salary, generous benefits including hybrid working options, and a commitment to employee growth, we foster a supportive and inclusive work culture where you can thrive while making a meaningful impact in the lives of our customers. Join us in Oldham and be part of a dedicated team that is passionate about delivering excellent services and improving lives in our community.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager in Oldham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at First Choice Homes Oldham. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like First Choice Homes Oldham before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Manager in Oldham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to First Choice Homes Oldham:Your cover letter is your chance to shine! Tell us why you want to work at First Choice Homes Oldham specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at First Choice Homes Oldham!
How to prepare for a job interview at First Choice Homes Oldham
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
