Role: Repairs Contact Centre Manager
Location: Ealing (Hybrid (2–3 days in theoffice per week)
Salary: Circa £64,000
Contract: 12 months
DBS Level: Basic
Lead a high-performing contact centre delivering great customer outcomes
Are you an experienced contact centre leader who thrives in fast-paced, customer-focused environments? Do you have a strong track record of leading managers, driving performance, and improving service quality while balancing cost, compliance, and customer experience?
We’re looking for an Interim Contact Centre Manager – Repairs to oversee the day-to-day operation of our Customer Contact Centre. This role is critical in ensuring we deliver a digital-first, quality-focused, and fully compliant service across all channels, while driving performance against key KPIs and improving first contact resolution for our customers.
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re also a proud member of the G15, helping lead the sector and tackle the housing crisis.
Key Responsibilities
* Oversee the day-to-day running of the Contact Centre across all channels
* Lead, coach, and support Contact Centre Team Managers to deliver high performance and service quality
* Create a high-energy, results-focused environment that maximises team performance
* Deliver and report on departmental and organisational KPIs relating to customer contact
* Drive improvements in first contact resolution, customer satisfaction, and reduction of failure demand
* Work with performance teams to develop dashboards, reporting, and insight to improve service delivery
* Ensure services are compliant with governance, regulatory, and external standards
* Act as Contact Quality Assurance Lead, working with QA teams to embed best practice
* Support service improvements and digital channel shift to enhance customer experience and reduce effort
* Act as contractual and operational lead for Out of Hours and overflow services
* Continually review the Out of Hours offering to ensure value for money and service quality
* Work closely with Property Services, Customer Support, and second-line teams to improve end-to-end customer journeys
* Manage customer contact costs, ensuring services operate within budget and deliver value for money
* Work with recruitment and workforce planning teams to ensure appropriate capacity levels
More About You
* Proven experience leading contact centre operations in a complex, high-volume environment
* Strong leadership and coaching capability, with experience developing managers and teams
* Deep understanding of customer service best practice and first contact resolution
* Strong analytical skills, with experience using KPIs and performance data to drive improvement
* Experience managing risk, compliance, and quality standards in a contact environment
* Knowledge of contact centre systems and telephony platforms (, Genesys or similar)
* Experience working within housing, property services, or a similar customer service environment (desirable)
Choosing us is easy
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.
Inclusion at A2Dominion
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 - just contact our Resourcing Team at
We know some people may hesitate to apply unless they meet every requirement. If that’s you, we’d still encourage you to apply - or 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 Danny Banks –
The role closes on 2nd Feb 2026, we reserve the right to close this role upon appointment of the right candidate.