Housing Contact Centre Manager - Digital Service

a2dominion; Greater London; Hybrid; GBP 59.000 - 72.000; Vollzeit

Benefits dieser Stelle

25 days’ holiday plus Bank Holidays

Employer pension contribution up to 8%

Annual health & lifestyle benefit up £

Flexible benefits, salary exchange

Zusammenfassung

a2dominion Group Ltd seeks a capable Contact Centre Manager to lead day-to-day customer and digital contact centre performance across multiple channels. You will ensure service quality, compliance and KPI delivery, while coaching managers and enhancing tenancy and digital capabilities.

You will oversee budgets, workforce planning and channel shift, collaborating with Housing, Customer Support and Digital Services colleagues to optimise outcomes and customer experience. DBS check required.

Qualifikationen

• Leadership experience in housing and contact centres.
• Extensive knowledge of housing and tenancy issues.
• Strong leadership, coaching and team development.
• Customer service knowledge focused on quality and first contact resolution.
• Analytical skills with KPI analysis and performance improvement.
• Strong stakeholder engagement and collaboration skills.
• Proficient in Microsoft Office (Word/Excel/PowerPoint).
• Experience with risk management and regulatory compliance in contact services.
• Clear understanding of contact centre and telephony systems.
• Knowledge of customer contact KPIs, quality assurance and workforce planning.
• GCSE grade C/4 or above in Maths and English.

Aufgaben

• Deliver and report on customer contact KPIs and assist managers to improve performance.
• Lead and coach Team Managers to build tenancy and digital capability.
• Ensure governance, regulatory compliance and robust quality assurance.
• Improve customer journeys, first contact resolution and customer experience.
• Support channel shift to cost-effective digital services.
• Manage service costs, budget, recruitment capacity and reporting.
• Coordinate with Housing, Customer Support and Repairs teams.
• Lead service continuity planning and complaints responses.
• Maintain effective systems, SOPs and knowledge articles.

Kenntnisse

Leadership

Housing knowledge

Customer service

Analytical skills

Stakeholder engagement

MS Office

Regulatory compliance

Contact centre systems

KPI analysis

Workforce planning

GCSE Maths/English

Ausbildung

Degree-level education

Housing qualification

Tools

Genesys

Microsoft Dynamics CRM

Jobbeschreibung

a2dominion Group Ltd seeks a capable Contact Centre Manager to lead day-to-day customer and digital contact centre performance across multiple channels. You will ensure service quality, compliance and KPI delivery, while coaching managers and enhancing tenancy and digital capabilities.

You will oversee budgets, workforce planning and channel shift, collaborating with Housing, Customer Support and Digital Services colleagues to optimise outcomes and customer experience. DBS check required.