At a Glance
- Tasks: Lead a dynamic team in a fast-paced contact centre, enhancing customer service and performance.
- Company: First Choice Homes Oldham, a forward-thinking organisation focused on customer satisfaction.
- Benefits: Hybrid working, 30 days leave, health insurance, and professional development opportunities.
- Other info: Join a diverse workplace committed to inclusion and employee wellbeing.
- Why this job: Make a real impact by shaping customer experiences and leading a motivated team.
- Qualifications: Experience in managing teams in high-volume customer service environments is essential.
The predicted salary is between 30000 - 40000 £ per year.
Contract: Fixed Term contact until March 2027
Hours: 37 hours per week, between 8am and 6pm, Monday to Friday - No Weekends.
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. What matters most is that you can lead people, manage performance, use data to improve service, and create a positive team culture where advisors feel supported to deliver their best.
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.
You will need:
- 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:
- 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 01/06/2026.
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.
Senior Contact Centre Leader | Hybrid, 37h/wk in Oldham employer: First Choice Homes Oldham
At First Choice Homes Oldham, we pride ourselves on being an exceptional employer that values employee wellbeing and professional growth. With a hybrid working model, generous annual leave, and a strong commitment to diversity and inclusion, we foster a supportive work culture where team leaders can thrive while making a meaningful impact on customer service. Join us in a dynamic environment where your leadership skills will not only be recognised but also nurtured, as we work together to enhance the customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Contact Centre Leader | Hybrid, 37h/wk in Oldham
✨Tip Number 1
Network like a pro! Reach out to your connections in the contact centre world, especially those who might know someone at First Choice Homes Oldham. A friendly chat can sometimes lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by researching common questions for contact centre leaders. Think about how you can showcase your experience in motivating teams and improving performance. We want to hear your success stories!
✨Tip Number 3
Show off your data skills! Be ready to discuss how you've used performance data to drive improvements in previous roles. This will demonstrate that you understand the importance of metrics in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at First Choice Homes Oldham.
We think you need these skills to ace Senior Contact Centre Leader | Hybrid, 37h/wk in Oldham
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your experience in leading teams, especially in fast-paced environments. We want to see how you've motivated others and improved performance, so share specific examples!
Use Data to Your Advantage:Since we value data-driven decisions, mention any experience you have with using performance metrics or customer feedback to enhance service quality. This will show us you're aligned with our goals.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that match the job description. It’ll make a big difference!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at First Choice Homes Oldham
✨Know Your Numbers
Before the interview, brush up on key performance metrics relevant to contact centres. Be ready to discuss how you've used data to improve service quality in your previous roles. This shows you understand the importance of performance management and can bring valuable insights to the team.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership approach. Think about times when you motivated your team or handled difficult conversations. This will demonstrate your ability to create a positive team culture and manage performance effectively.
✨Understand Customer Service Excellence
Familiarise yourself with what excellent customer service looks like in a contact centre environment. Be prepared to discuss how you've implemented changes to improve customer journeys or service standards in the past. This will show your commitment to delivering high-quality service.
✨Ask Insightful Questions
At the end of the interview, ask questions that reflect your interest in the role and the company. Inquire about their current challenges in the contact centre or how they measure success. This not only shows your enthusiasm but also helps you gauge if the role is the right fit for you.
