At a Glance
- Tasks: Lead and inspire a dynamic team to deliver top-notch customer service.
- Company: Join a forward-thinking organisation in the housing sector.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for growth in a collaborative and innovative setting.
- Why this job: Make a real difference by improving customer experiences and team performance.
- Qualifications: Experience in contact centre management and strong people skills required.
The predicted salary is between 40541 - 49551 £ per year.
Interim Contact Centre Manager (6 months fixed term)
Job Reference: 899
Job Type: Contract
Salary: £57,453
Interview Date: TBC
Closing Date: Monday 17 August 2026
Role Overview
As the manager, you will need to empower and inspire your Senior Relationship Advisors and in turn all the Advisors within the wider team to achieve success together. We're looking to build something truly unique in the housing sector so to be right for this role you will need to be highly organised, able to prioritise and successfully delegate, be outcome focussed and a fantastic people manager. On top of this you'll need to have a good knowledge of CRM systems, unified communications and value continuous improvement.
Key Responsibilities
- You will manage and motivate the team, including two seniors, to deliver a consistently high-quality service across all customer channels.
- This includes ensuring staff have the knowledge needed to handle enquiries effectively, working with managers to improve the customer journey, reducing staff and customer effort, and using contact centre expertise to improve services and reduce failure demand.
- You will also lead on CRM, review and introduce unified communications software, embed a self-serve by default approach, provide supported service where needed, and help staff and customers make better use of technology to support channel shift.
Our Essentials
You will bring end-to-end management experience in a small to medium-sized multi-channel contact centre, with strong coaching, people management and performance management skills. You will be commercially minded, customer focused and confident using CRM systems and technology to improve services, staff performance and customer outcomes. You will also build effective relationships with partners, colleagues and customers, manage pressure well, prioritise and delegate effectively, and use customer insight, data and risk analysis to inform improvements.
As an approachable and motivational manager, you will deliver short- and long-term objectives through coaching, mentoring and performance management, while working flexibly in line with our values, ensuring value for money, communicating clearly and championing continuous improvement.
Qualifications, Skills & Experience
You will be confident working with peers, senior management, the Board and your own team, bringing a strong commitment to continuous improvement in services, team performance and personal development. As the operational expert in CRM and Unified Communications, you will help create a successful contact centre that manages risk, encourages self-service and delivers consistently high-quality services. You will be a natural motivator with a positive can-do attitude, able to coach, mentor and support staff while remaining firm but fair, and build excellent working relationships with partners, customers and key stakeholders.
Interim Contact Centre Manager in High Wycombe employer: Gofractional
As an Interim Contact Centre Manager, you will join a forward-thinking organisation in the housing sector that prioritises employee empowerment and continuous improvement. With a strong focus on coaching and development, the company fosters a collaborative work culture where your leadership will directly impact team success and customer satisfaction. Located in a vibrant community, this role offers a unique opportunity to shape the future of customer service while enjoying a supportive environment that values innovation and personal growth.
