Head of Customer Contact Repairs

Guardian Jobs; Peterborough; Hybrid; GBP 67,000; Full time

Job summary

A community-focused organization is seeking a Head of Customer Contact - Repairs based in Peterborough. The ideal candidate will lead a dedicated team in delivering exceptional service, enhancing customer experiences, and achieving performance targets. Responsibilities include managing the contact center operations and improving service quality. This role offers a salary of £66,003 per annum with generous benefits supporting employee wellbeing and career development.

Benefits

28 days holiday plus bank holidays

Cash health plan and wellbeing support

Financial perks such as car leasing options

Defined Contribution and Defined Benefit pension schemes

Enhanced parental leave and flexible working options

Career development training and support

Qualifications

• Experience leading a team in a high-volume contact center environment.
• Familiarity with managing customer expectations across varied contact channels.
• Ability to monitor resources and manage costs.

Responsibilities

• Lead the Repairs Contact Centre to deliver excellent customer service.
• Manage performance and quality in the contact center.
• Use data to drive service improvements.

Skills

People management

Customer service

Negotiation skills

ICT proficiency

Communication skills

Education

CIH qualification or willingness to work towards

Tools

MS Office

Job description

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, our client are responsible for supporting thousands of customers and their families.

They’re proud to build positive, long-lasting relationships that go beyond housing. The work they do supports their 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, there’s a place for you with them.

About The Role

They’re looking for a passionate, customer focused leader to head up their Repairs Contact Centre. This service is vital to the wellbeing and safety of their customers, and your work will make a direct difference to how people experience their homes.

As their Head of Customer Contact - Repairs, you’ll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. You’ll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).

What you’ll 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 you’re 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

They’ve got big ambitions and they’re looking for people who want to grow with them. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.

And because they believe great work deserves great rewards, here’s 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 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 their Leadership Academy, apprenticeships, and more - they’ll help you grow and succeed.

They’re Committed to Inclusion

They believe diversity makes them stronger and they’re committed to creating a place where everyone feels valued, respected, and able to thrive.

Their recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let them know - they’ll make it happen.

Because this isn’t just a workplace - it’s a place to belong.

Please don’t delay in submitting your application. Where roles are urgent or they receive a high volume of applications, they 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, Our client do not currently hold a sponsorship license.

If you’re looking for a place you can make a positive difference to society, to their organisation and to your future, apply now.

Recruitment Agencies: They work exclusively with partners on their 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 Service Delivery Manager, Head of Repairs Services, Housing Contact Centre Manager, Customer Service Operations Manager, Head of Repairs Services, Housing Contact Centre Manager, Customer Service Delivery Manager

REF-226 304