At a Glance
- Tasks: Lead the Customer & Digital Contact Centre, ensuring top-notch service and team performance.
- Company: Join A2Dominion, a forward-thinking housing association dedicated to creating homes people love.
- Benefits: Enjoy 25 days holiday, up to 8% pension contribution, and health lifestyle allowances.
- Other info: Flexible working options and a supportive environment for personal growth.
- Why this job: Make a real impact in a role that values diversity and customer satisfaction.
- Qualifications: Leadership experience in housing and contact centres, with a focus on customer service excellence.
DBS Level: Basic
Based in Ealing with Hybrid Working
About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.
Role Overview
To effectively oversee the day-to-day running of the Customer & Digital Contact Centre Operation across all channels including the delivery of departmental KPI’s. To manage and support the Contact Centre Team Managers to deliver a digital first, first contact, quality focused and fully compliant service, across all tenures. To ensure collaborative working and operational cohesion with second line Housing and Customer Support Teams. To lead delivery of a specialist Tenancy (Non-Repairs) Contact Centre.
Key Responsibilities:
- Deliver and report on all departmental and organisational KPI’s relating to Customer & Digital Contact Team.
- Ensure all Customer & Digital contact services are fully compliant against governance, regulatory and external standards and that any risks are logged, managed and mitigated against, supported through robust Quality Assurance.
- Provide ongoing effective leadership, coaching, development and real-time support for Customer & Digital Contact Centre Team Managers, focusing on upskilling the Team Managers to support the delivery of a specialist Tenancy & Digital service.
- Act as Operational Lead to set activity required to deliver a specialist Tenancy service.
- Analyse Customer & Digital Contact performance against KPIs, providing support for Managers in identifying performance and training gaps; supporting Managers to address issues.
- Maximise Customer & Digital Contact Team performance by setting stretching targets, creating a high energy environment to drive optimum results.
- Work closely with the Business Improvement Team to continually evolve the existing offering by reviewing customer journeys to maximise first contact resolution rates.
More about you
- Educated to GCSE level or equivalent in Maths and English (Grades A*- C).
- A minimum of 2 years’ experience in a leadership role in a Housing Environment.
- A minimum of 2 years’ experience in a leadership role in a Contact Centre Environment.
- Extensive knowledge of Housing/Tenancy related issues.
- Leadership & Coaching – Ability to lead, mentor, and develop Contact Centre Team Managers to optimize team performance.
- Customer-Centric Approach and Customer Service Expertise – A deep understanding of customer service principles and best practice, ensuring high-quality interactions and first-contact resolution.
- Analytical & Problem-Solving Skills – Capability to analyse KPIs, identify performance gaps, and implement solutions.
Desirable
- Educated to degree level.
- A formally recognised Housing Qualification.
- Understanding and Experience of Consumer Standards relating to Housing Providers.
- Proficient in Microsoft Dynamics CRM system.
Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:
- 25 days’ holiday (Plus Bank Holidays).
- Up to 8% contributory pension.
- All permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process.
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This vacancy is being managed by Hollie Shepherd. We reserve the right to close this role upon appointment of a successful candidate.
Interim Contact Centre Manager (Customer & Digital) in London employer: Vacancy Poster (Integration)
A2Dominion is an exceptional employer, offering a meaningful role as a Property Transaction Officer within a supportive and collaborative environment. With a strong focus on employee development, generous benefits including 25 days of holiday, a contributory pension scheme, and a wellbeing allowance, we prioritise the well-being and growth of our staff. Join us in making a positive impact on communities while enjoying a flexible work culture that values diversity and inclusion.
Contact Details:
Vacancy Poster (Integration) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Interim Contact Centre Manager (Customer & Digital) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vacancy Poster (Integration). 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 Vacancy Poster (Integration) 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 Interim Contact Centre Manager (Customer & Digital) in London
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 Vacancy Poster (Integration):Your cover letter is your chance to shine! Tell us why you want to work at Vacancy Poster (Integration) 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 Vacancy Poster (Integration)!
How to prepare for a job interview at Vacancy Poster (Integration)
✨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.
