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Interim Contact Centre Manager
Location: Ealing/Hybrid (Minimum of 2/3 Days a Week in Ealing Office)
Salary: £62,970
Full time – FTC - 6-9 Months
A2Dominion is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work.
We’re a strong player in our field and part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.
Role Purpose
To oversee the day-to-day running of the Contact Centre Operation across all channels, including delivering departmental KPIs. To manage and support Contact Centre Team Managers to deliver a digital-first, first contact, quality-focused, and fully compliant service across all tenures. To oversee Out of Hours/Overflow Services and ensure collaboration with second-line teams across Property and Tenancy.
Key Responsibilities
* Report on all departmental and organizational KPIs relating to Customer Contact.
* Ensure contact services are compliant with governance, regulatory, and external standards, managing risks and supporting Quality Assurance.
* Manage costs related to Customer Servicing within budget, ensuring value for money.
* Contribute to and deliver the wider Contact Strategy.
* Provide leadership, coaching, and support to Contact Centre Team Managers.
* Upskill teams to become specialists, maximize first contact resolution, and reduce failure demand.
* Analyze performance against KPIs, identify gaps, and support managers in addressing issues.
* Set targets, create a high-energy environment, and drive team performance.
* Establish dashboards and reports with the Operational Performance Team and Real Time Analyst.
* Work with recruitment to ensure appropriate capacity within budget.
* Lead management and utilization of Out of Hours and Contact Overflow services.
* Review Out of Hours offering to ensure value, standards, and business needs are met.
* Lead on Customer & Digital Contact incentive programs, including gamification.
* Coordinate with the Quality Assurance Team to ensure assessments meet standards and share best practices.
* Support Service Improvement initiatives and digital channel shifts.
* Utilize insights and reporting to improve customer experience and first contact resolution.
* Review customer journeys to maximize resolution rates.
* Lead Business Continuity Planning for the Contact Centre.
* Respond to stage 2 Contact Centre complaints and support peers as needed.
* Collaborate with Property Services Teams and second-line Customer Support Teams to improve services and reduce failure demand.
* Ensure agents have the necessary tools, systems, and processes.
* Support the promotion of the Customer Hub and share successes.
About You
* Leadership & Coaching skills to develop team managers.
* Deep understanding of customer service principles and best practices.
* Strong communication and collaboration skills.
* Analytical skills to interpret KPIs and implement solutions.
* Stakeholder engagement abilities.
* Proficiency in Microsoft Office programs.
* Experience in risk management and compliance.
* Knowledge of Contact Centre systems (CSAAS) and telephony.
* Knowledge of industry trends like AI, automation, and engagement tools.
* Understanding of KPIs, metrics, and Quality Assurance standards.
* Experience in Workforce Planning & Recruitment, with familiarity with Genesys CCAAS and Microsoft Dynamics CRM as advantages.
We want you to bring your knowledge and experience to improve people’s lives.
Benefits
* 25 days’ holiday plus Bank Holidays, increasing to 28 days after 3 years.
* Up to 8% contributory pension.
* Flexible working.
* Learning and development opportunities.
If you need reasonable adjustments during recruitment, contact our Talent Team.
A2Dominion is proud to be a family-friendly employer.
We value equality, diversity, and inclusivity, creating a workplace where everyone belongs. Join us and contribute to our recovery journey, making lasting positive impacts in our customers’ lives. Apply now to be part of our team.
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