JOB OVERVIEW
Housing Repairs and Maintenance Contact Centre Manager
An exciting opportunity for an experienced contact centre leader to manage high-volume repairs and maintenance customer services, driving performance, quality, compliance and customer satisfaction within a fast-paced environment.
If you’ve also worked in the following roles, we’d also like to hear from you:
Contact Centre Operations Manager, Customer Services Manager, Repairs Customer Services Manager, Call Centre Manager
This position is known within the organisation as an Interim Repairs Contact Centre Manager
KEY REQUIREMENT: Candidates must have previous Contact Centre Management Experience, ideally from Housing / Local Authority environments managing Property Repairs and Maintenance Enquiries
SALARY: circa. £64,000 per annum
LOCATION: Hybrid Working (2 – 3 Days in the Office per Week)
JOB TYPE: 12 Month Full-Time, Interim Contract
JOB OVERVIEW (continued)
We have a fantastic new job opportunity for a Housing Repairs and Maintenance Contact Centre Manager to lead the day-to-day operation of a busy customer contact centre delivering repairs services across multiple channels.
As a Housing Repairs and Maintenance Contact Centre Manager, you will oversee performance, quality assurance and compliance while leading and developing team managers to achieve excellent customer outcomes and first contact resolution.
The Housing Repairs and Maintenance Contact Centre Manager will play a key role in driving continuous improvement, digital channel shift and cost efficiency, working closely with internal stakeholders to improve end-to-end customer journeys.
DUTIES
Your duties as the Housing Repairs and Maintenance Contact Centre Manager include:
* Operational Leadership: Overseeing the daily running of the contact centre across all customer channels
* People Management: Leading, coaching and supporting contact centre team managers to deliver high performance
* Performance Management: Delivering and reporting against KPIs including service levels, quality and customer satisfaction
* Customer Experience: Driving improvements in first contact resolution and reducing failure demand
* Quality Assurance: Acting as Contact Quality Assurance Lead and embedding best practice
* Service Improvement: Supporting digital transformation and channel shift initiatives
* Stakeholder Collaboration: Working closely with property services and second-line teams to improve customer journeys
* Contract Management: Acting as operational lead for out-of-hours and overflow service providers
* Cost Control: Managing customer contact budgets to ensure value for money
* Workforce Planning: Supporting recruitment and capacity planning to maintain appropriate staffing levels
CANDIDATE REQUIREMENTS
ESSENTIAL
* Proven experience leading contact centre operations in a high-volume environment
* Strong leadership and coaching skills with experience managing managers
* Experience using KPIs, dashboards and performance data to drive improvement
* A strong understanding of customer service best practice and first contact resolution
* Experience managing risk, compliance and quality standards
* Knowledge of contact centre systems and telephony platforms such as Genesys
DESIRABLE
* Experience within housing, repairs or maintenance service environments
* Exposure to digital transformation or channel shift programmes
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%.
NO AGENCIES PLEASE
APPLY TODAY…
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-C14334
This job is being advertised by AWD online on behalf of a2dominion Group Ltd
Full-Time, Interim Contract Call Centre Jobs, Careers and Vacancies. Find a new job and work in Ealing, West London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
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