At a Glance
- Tasks: Lead and inspire a dynamic team to deliver exceptional 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 employer: Gofractional
Gofractional is an exceptional employer that prioritises a positive candidate experience and fosters a collaborative work culture in the heart of London. With a strong focus on employee growth, you will have the opportunity to enhance your skills while working with cutting-edge recruitment technologies. Join us to be part of a team that values kindness, innovation, and the continuous improvement of hiring practices.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Contact Centre Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Gofractional.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Gofractional. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Interim Contact Centre Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Gofractional.
How to prepare for a job interview at Gofractional
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Gofractional's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Gofractional offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
