At a Glance
- Tasks: Lead a dynamic team in a high-volume contact centre, managing 30,000 calls monthly.
- Company: Join a large housing organisation focused on customer service excellence.
- Benefits: Earn £27 - £30 per hour plus holiday pay, with no weekend work.
- Other info: Ideal for those ready to lead and drive service improvements from day one.
- Why this job: Make an immediate impact and enhance customer service in a fast-paced environment.
- Qualifications: Proven experience in contact centre management and strong leadership skills required.
Interim Contact Centre Manager
£27 - £30 per hour PAYE + Holiday Pay
3-Month Contract
Monday to Friday | No Weekend Working
I'm working with a large housing organisation who are looking for an experienced Contact Centre Manager to provide interim leadership across a high-volume customer contact operation. This is a hands-on leadership role where you'll oversee a high-volume customer contact operation handling around 30,000 calls per month, leading a team of approximately 60 employees across reception, contact centre and back-office functions.
The organisation is looking for an experienced manager, ideally from a housing background, who can quickly establish credibility, provide visible leadership, manage performance and keep a critical customer service operation running effectively.
The Role
- Lead and manage a team of approximately 60 staff
- Directly manage 2 Senior Team Leaders and 4 Team Leaders
- Oversee a high-volume contact centre environment handling around 30,000 calls monthly
- Manage service delivery against key KPIs and SLAs
- Drive service improvements and operational efficiencies
- Support and improve performance across teams
- Monitor workforce planning, productivity and customer outcomes
- Analyse and report on performance data and service metrics
- Ensure excellent customer service standards are maintained across both telephony and back-office functions
Approximately 80% of the role is focused on contact centre operations, with the remaining 20% supporting customer service administration and back-office teams.
About You
- Proven experience managing a contact centre or customer operations function
- Strong people management and performance management skills
- Experience leading through Team Leaders and management layers
- Comfortable working in a fast-paced, KPI-driven environment
- Strong reporting and data analysis capability
- Ability to identify and implement service improvements
- Housing sector experience would be highly desirable, although candidates from large-scale customer contact environments will also be considered
Systems Experience (Desirable)
- QL Housing Management System
- Netcall Telephony System
What's on Offer?
- £27 - £30 per hour PAYE plus holiday pay
- Immediate start available
- Monday to Friday working pattern
- No weekend working required
- Opportunity to make an immediate impact within a busy customer-focused service
This is an ideal opportunity for an experienced Contact Centre Manager, Customer Services Manager or Operations Manager who can hit the ground running and provide strong leadership from day one!
Contact Centre Manager - Housing employer: Hays Business Support
Join a leading professional services organisation that values its employees and fosters a collaborative and inclusive work culture. As a Business Support Manager, you will have the opportunity to lead a dynamic team of Executive Assistants while benefiting from a hybrid working model, strong focus on learning and development, and a comprehensive benefits package. This role not only offers competitive salary but also provides a platform for meaningful career progression within a highly respected firm.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager - Housing
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hays Business Support. 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 Hays Business Support 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 Manager - Housing
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 Hays Business Support:Your cover letter is your chance to shine! Tell us why you want to work at Hays Business Support 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 Hays Business Support!
How to prepare for a job interview at Hays Business Support
✨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.
