Contact Centre Manager - Housing (AWDO-C15168) in Ealing)

Contact Centre Manager - Housing

A fantastic opportunity to lead a multi-channel customer contact operation for a housing organisation, shaping a digital-first tenancy service and improving customer outcomes.

If you’ve also worked in the following roles, we’d also like to hear from you: Customer Service Manager, Customer Operations Manager, Contact Centre Operations Manager, Housing Customer Service Manager, Customer Experience Manager, Customer Contact Manager, Customer Services Manager, Service Delivery Manager, Call Centre Manager

This role is officially known as an Interim Contact Centre Manager (Customer & Digital)

SALARY: £65,826 per annum + Benefits

LOCATION: Hybrid / Ealing, West London - with office attendance in Ealing at least 3 times a week and attendance at other offices when required

JOB TYPE: Full-Time, 12 Month Fixed Term Contract

WORKING HOURS: 35 hours per week, Monday to Friday

JOB OVERVIEW

This is an excellent opportunity for a Contact Centre Manager to take ownership of day-to-day customer and digital contact centre performance across multiple channels, with responsibility for service quality, compliance and departmental KPIs.

The Contact Centre Manager will lead and coach Team Managers, strengthen tenancy and digital capability, and help maximise first contact resolution and reduce avoidable demand.

Working with Housing, Customer Support, Quality Assurance, Business Improvement and Digital Services colleagues, you will use insight and customer journeys to improve service delivery and channel shift.

As Contact Centre Manager you will also oversee budgets, workforce capacity, business continuity and complaints support to maintain an efficient, compliant and customer-focused service.

DUTIES

Your duties as the Contact Centre Manager include:

• Performance & KPI Management: Deliver and report on departmental and organisational customer contact KPIs, analysing performance and supporting managers to address performance and training gaps
• Leadership & Coaching: Lead, coach and develop Contact Centre Team Managers, building specialist tenancy and digital capability and supporting consistently high team performance
• Compliance & Quality Assurance: Ensure contact services meet governance, regulatory and external standards, with risks logged and mitigated through robust quality assurance
• Customer Journey Improvement: Work with Business Improvement and insight teams to improve customer journeys, first contact resolution, customer experience and customer effort
• Digital Service Development: Support channel shift to more cost-effective digital channels and promote effective digital customer services
• Operational Planning: Manage service costs, budget, recruitment capacity, reporting and workforce requirements to support value for money
• Service Collaboration: Work with Housing, Customer Support and Repairs teams to align activity and resolve service gaps
• Business Continuity & Complaints: Lead contact centre business continuity planning and support stage 2 contact centre complaint responses
• Systems & Knowledge: Help ensure teams have effective systems, streamlined processes, SOPs and knowledge articles to support customers

CANDIDATE REQUIREMENTS

ESSENTIAL

• Previous leadership experience in a housing environment and in a contact centre environment
• Extensive knowledge of housing and tenancy-related issues
• Strong leadership, coaching and team development skills
• Customer service knowledge focused on quality and first contact resolution
• Analytical and problem-solving skills, including KPI analysis and performance improvement
• Strong stakeholder engagement and collaboration skills
• High proficiency in Microsoft Office, including Word, Excel and PowerPoint
• Experience of risk management and regulatory compliance in contact or complaint services
• Clear understanding of contact centre and telephony systems
• Knowledge of customer contact KPIs, quality assurance and workforce planning
• GCSE grade C/4 or above (or equivalent) in Maths and English

DESIRABLE

• Degree-level education
• Formally recognised housing qualification
• Understanding and experience of Consumer Standards relating to housing providers
• Knowledge of Genesys contact centre systems
• Proficiency in Microsoft Dynamics CRM
• Knowledge of emerging customer-service technologies including AI and automation

BENEFITS

• 25 days’ holiday plus Bank Holidays
• Employer pension contribution of up to 8%
• Annual allowance of up to £300 towards health and lifestyle benefits for you and your family
• Flexible benefits, salary exchange benefits, rewards and discounts

This role requires a DBS Check

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

JOB REF: AWDO-C15168

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