Contact Centre Team Manager
Salary:£42,795
Contract:Fixed Term contact until March 2027
Hours:37 hours per week, between 8am and 6pm, Monday to Friday-no Weekends.
Location:Oldham - Hybrid
Are you an experienced contact centre leader who knows how to motivate teams, improve performance and deliver excellent customer service in a fast-paced, target-driven environment?
At First Choice Homes Oldham, we are looking for a Contact Centre Team Manager to help lead and improve our Contact Centre as we continue to strengthen the way customers access our services.
You do not need to come from a housing background. We are interested in hearing from people who have led teams in busy, customer-focused environments such as banking, retail, utilities, telecoms, insurance, financial services or other high-volume contact centre settings.
What matters most is that you can lead people, manage performance, use data to improve service, and create a positive team culture where advisors feel supported to deliver their best.
The role
Our Contact Centre is often the first point of contact for our customers, so the service we provide really matters.
You will manage a team of around 10 Contact Centre Advisors within a wider team of 21, supporting them to deliver a responsive, professional and customer-focused service across a range of enquiries.
This is a great opportunity for someone who enjoys pace, problem-solving and continuous improvement. You will play a key role in helping us improve performance, strengthen quality and make sure customers receive the right support first time.
The impact you’ll make
As Contact Centre Team Manager, you will help shape how customers experience FCHO.
You will support advisors to manage busy call volumes, meet service targets, handle challenging conversations and deliver a consistently high standard of customer care.
You will also use performance data, call quality, customer feedback and complaints insight to identify improvements and support a more efficient, modern and customer-focused Contact Centre.
What you’ll be doing
You will:
* Support the day-to-day running of a busy, fast-paced Contact Centre.
* Manage performance against key targets, including response times, call quality,productivityand customer satisfaction.
* Use data, callmonitoringand customer feedback to improve service quality
* Motivate your team through regular one-to-ones, coaching,feedbackand development conversations.
* Support improvements to processes, procedures, scripts, IVR messages and customer access routes.
* Work closely with teams across the business to deliver a joined-up, “right first time” customer experience.
* Help manage rotas,resourcesand staffing levels to meet customer demand.
* Support service improvement plans,policiesand process reviews.
* Manage complaints,complimentsand suggestions, using insight toidentifyareas for improvement.
* Support your team to understand key housing requirements, including Awaab’s Law, repairs,complaintsand tenant service standards.
About you
We are looking for someone who has experience leading teams in a busy contact centre or high-volume customer service environment.
You will be confident managing performance, coaching people and supporting teams through change. You will understand what good customer service looks like and know how to create structure,consistencyand accountability within a team.
You do not need to know housing regulation from day one, but you will need to be willing to learn and understand the regulatory environment we work in.
You will need
* Experience managing,coachingand developing a team.
* Experience working in a busy, fast-paced, target-driven contact centre or customer service environment.
* Experience using performance data, qualitymonitoringor customer insight to improve service.
* The ability to motivate others and create a positive, high-performing team culture.
* Strong planning,prioritisationand decision-making skills.
* Confidence managing difficult conversations with customers and colleagues.
* Strong written and verbal communication skills.
* Experience supporting service improvement, change or contact centre transformation.
* Experience improving customer journeys, processes,scriptsor service standards.
What’s in it for you?
We offer a fantastic range of benefits designed to support your wellbeing, work–life balance and career development:
37-hour working week with hybrid working options
30 days’ annual leave plus bank holidays
Optiontopurchaseadditionalannual leave
Defined contribution pension scheme with up to 10% employer contribution
Private health insurance and healthcare cash plan
Employee Assistance Programme (24/7 support)
24/7 GP access throughDoctorline
Discounts, wellbeingtoolsand gym membership
Professional subscriptions paid (whererequired)
Enhanced family-friendly policies
On-site wellbeing room and café
Long service awards
Interested?
If you are passionate about leading teams, improving customer service and helping people access the right support when they need it, we’d love to hear from you.
Pleasesubmityour application before25/05/2026.
Please note, we reserve the right to close this vacancy early should we receive a high volume of applications.
Inclusion and accessibility
We are committed to building an organisation thatrepresentsa variety of backgrounds, perspectives,skills and are proud to be an equal opportunity workplace. As an equalopportunitiesemployer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discriminationon the basis ofage, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.
We care that you havea great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know andwe’lldo all we can.
The Company
AtFirst Choice Homes Oldham, we’re all about being a community anchor organisation and making a positive difference where we work.
Our dedicated team delivers this every day through good quality, affordable homes, excellent services and thriving communities for customers living in our 11,500 homes across Oldham and surrounding boroughs.
We’re a significant employer in the local area and we’re ambitious to grow. We ensure colleagues enjoy working at FCHO, are developed and can build careers for successful futures.
Join us and become a part of a team passionate about providing homes we are proud of and improving lives.
The Benefits
30 days holiday
Family friendly policies
Our People
* Paul Marland
“I’ve had lots of opportunities to develop and have always found it to be a fair and professional environment.”
“I enjoy helping our customers and working across teams to provide essential services for their homes.”
“There are so many opportunities to learn and develop new skills.”
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