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- Tasks: Lead a passionate team to deliver exceptional customer service in the Repairs Contact Centre.
- Company: Join a vibrant organisation dedicated to building strong communities and supporting families.
- Benefits: Competitive salary, generous holiday, and opportunities for professional growth.
- Why this job: Make a real difference in people's lives while shaping the future of customer contact.
- Qualifications: Experience in managing teams and a passion for customer care is essential.
- Other info: Hybrid working model with a supportive environment for career development.
The predicted salary is between 66003 - 66003 £ per year.
A place to make a difference
Location: Peterborough, hybrid – 3 days a week onsite with occasional travel to other offices as required.
Salary: £66,003 per annum
Contract Type: Permanent
Hours: 35 hours per week, Monday – Friday between 8am and 6pm
With over 21,000 homes across the country, our client is responsible for supporting thousands of customers and their families. They’re proud to build positive, long-lasting relationships that go beyond housing. The work they do supports their customers and creates vibrant communities where people of all backgrounds can thrive.
If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you with them.
About the role
They’re looking for a passionate, customer focused leader to head up their Repairs Contact Centre. This service is vital to the wellbeing and safety of their customers, and your work will make a direct difference to how people experience their homes.
As their Head of Customer Contact – Repairs, you’ll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. You’ll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).
What you’ll be doing:
- Leading the repairs contact centre to deliver a consistent, customer centred service
- Managing performance, quality and colleague engagement
- Working closely with contractors and technical teams to improve the end to end customer journey
- Using data and insights to develop reporting and drive service improvements
- Influencing how customers connect with us in the future
- Building on a strong foundation to evolve and elevate the service
Salary
The spot salary for this post is £66,003 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
- CIH qualification or willingness to work towards
- Previous People Management experience, leading and managing a team in a high-volume, challenging, customer-focused, multi-channel contact centre environment
- Familiarity with managing customer expectations across varied contact channels, with an understanding of digital transformation and channel shift opportunities
- Previous experience of developing and coaching a team, managing performance and embedding a positive team culture
- Expertise in contact centre resource planning methods
- Financial and budget awareness, with the ability to monitor resources and manage costs
- Strong negotiation and communication skills, both verbal and written, with the ability to present to teams and individuals
- Proficiency in ICT and telephony systems relevant to contact centre operations and MS Office packages
- Experience in performance management, dispute resolution, and driving team success through KPIs
A place to build a future
They’ve got big ambitions and they’re looking for people who want to grow with them. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because they believe great work deserves great rewards, here’s what you can look forward to: Generous time off – 28 days holiday plus
Head of Customer Contact Repairs in Peterborough employer: Hireful
Contact Detail:
Hireful Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Contact Repairs in Peterborough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your experience aligns with their mission of delivering great customer care and building vibrant communities.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to boost your confidence. Focus on articulating your leadership style and how you can enhance customer experiences in the repairs contact centre.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace Head of Customer Contact Repairs in Peterborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Head of Customer Contact – Repairs role. Highlight your leadership experience in customer-focused environments and any relevant qualifications, like CIH.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering great customer care and how you can make a positive impact on families and communities. Be genuine and let your personality come through.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to manage performance and improve customer satisfaction. Use data and examples to back up your claims – we love numbers!
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. Plus, it’s super easy!
How to prepare for a job interview at Hireful
✨Know Your Customer Care Stuff
Make sure you brush up on your customer care knowledge, especially in a repairs context. Understand the key performance measures and how they impact customer satisfaction. Being able to discuss specific examples of how you've improved customer experiences in previous roles will really impress them.
✨Show Off Your Leadership Skills
As a Head of Customer Contact, they'll want to see your leadership style. Prepare to share examples of how you've managed teams in high-pressure environments. Talk about how you’ve motivated your team and driven performance, as well as any coaching strategies you've used to develop talent.
✨Get Familiar with Digital Transformation
Since the role involves shaping future contact channels, it’s crucial to understand digital transformation in customer service. Be ready to discuss how you've leveraged technology to enhance customer interactions and streamline processes. This shows you're forward-thinking and ready to adapt.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage customer expectations. Think of situations where you had to resolve disputes or improve service delivery. Practising these scenarios can help you articulate your thought process clearly during the interview.
