Head of Customer Contact - Repairs
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
Hour: 35 hours per week, Monday Friday between 8am and 6pm
With over 21,000 homes across the country, were responsible for supporting thousands of customers and their families.
Were proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our 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, theres a place for you at Accent.
About the role
Were looking for a passionate, customer focused leader to head up our Repairs Contact Centre. This service is vital to the wellbeing and safety of our customers, and your work will make a direct difference to how people experience their homes.
As our Head of Customer Contact Repairs, youll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. Youll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).
What youll 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 youre 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
Weve got big ambitions and were looking for people who want to grow with us. Here, youll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because we believe great work deserves great rewards, heres what you can look forward to:
Generous time off 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
Health & wellbeing support Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
Financial perks Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
Family-friendly policies Enhanced parental leave, flexible working options, and support for work-life balance.
Career development From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more well help you grow and succeed.
Were Committed to Inclusion
We believe diversity makes us stronger and were committed to creating a place where everyone feels valued, respected, and able to thrive.
Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know well make it happen.
Because this isnt just a workplace its a place to belong.
Please dont delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
If youre looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.
Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.
You may also have experience in the following: Head of Customer Contact, Head of Customer Contact Centre, Head of Repairs Contact Centre, Customer Contact Centre Manager, Head of Customer Services, Director of Customer Contact, Customer Operations Manager, Contact Centre Operations Manager, Head of Customer Operations, Repairs Contact Centre Manager, Customer Experience Manager, Customer Services Operations Manager, Head of Repairs Services, Housing Contact Centre Manager, Customer Service Delivery Manager
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