Administration Manager Leatherhead Up to £52,630 p/annum + benefits package £500pcm Vehicle Allowance - driver / car owner needed Our client is a very established family-owned business, with contracts, clients and customers throughout the UK. They are looking to fill a senior leadership role with real influence to join them on their future growth plans. We are seeking an experienced Administration Manager to lead and oversee their M&E administration function across multiple workstreams, including Compliance, Repairs, Installations and Scheduling. The Role You will provide strong leadership to Team Managers and administration teams, ensuring efficient, consistent and high-quality administrative processes from first customer contact through to job completion. This role focuses on people leadership, performance management and continuous improvement. Key Responsibilities Lead, coach and develop Team Managers and large admin teams Drive performance, engagement and accountability Ensure smooth end-to-end administrative processes Work closely with Contact Centre and Operational teams Analyse performance data and implement process improvements Ensure compliance with company, contractual and regulatory standards About You Proven experience in a senior administration, operations or service management role Strong people leadership and performance management skills Analytical, organised and solutions-focused Confident communicator, comfortable working at senior level Experience in property services or M&E desirable but not essential Refer a friend and earn a retail voucher worth up to £500! Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
Feb 08, 2026
Full time
Administration Manager Leatherhead Up to £52,630 p/annum + benefits package £500pcm Vehicle Allowance - driver / car owner needed Our client is a very established family-owned business, with contracts, clients and customers throughout the UK. They are looking to fill a senior leadership role with real influence to join them on their future growth plans. We are seeking an experienced Administration Manager to lead and oversee their M&E administration function across multiple workstreams, including Compliance, Repairs, Installations and Scheduling. The Role You will provide strong leadership to Team Managers and administration teams, ensuring efficient, consistent and high-quality administrative processes from first customer contact through to job completion. This role focuses on people leadership, performance management and continuous improvement. Key Responsibilities Lead, coach and develop Team Managers and large admin teams Drive performance, engagement and accountability Ensure smooth end-to-end administrative processes Work closely with Contact Centre and Operational teams Analyse performance data and implement process improvements Ensure compliance with company, contractual and regulatory standards About You Proven experience in a senior administration, operations or service management role Strong people leadership and performance management skills Analytical, organised and solutions-focused Confident communicator, comfortable working at senior level Experience in property services or M&E desirable but not essential Refer a friend and earn a retail voucher worth up to £500! Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
Job Title: Senior Facilities Co-Ordinator Location: London Commence Date: April 2026 Work Times: Monday to Friday (8am - 5pm) Salary: Details on application Purpose of Job We now have an opportunity for an onsite Senior Facilities Coordinator at a client Data Centre. Working within the remote CBRE team, the role offers development potential for any candidate wanting to work on the leading edge of the growing Data Centre industry. The Sr Facilities Coordinator will report to the designated account management team member. They will coordinate the FM requirements as required and will arrange and supervise Services Contractors as required. Responsibilities: Assist in employee moves, coordinating with movers, vendors, and internal/external staff. Plan and organize internal and building-to-building moves. Initiate purchase orders and manage invoicing and expenses within budget. Manage facilities staff and ensure continuous service. Resolve issues with staff/building engineers and vendors. Respond to client requests and resolve concerns. Serve as primary contact for maintenance requests and manage work orders. Schedule repairs and maintenance with vendors and contractors. Perform property inspections and tours including workspace sweeps for repairs or upgrades. Ensure furniture is functional and conforms to standards; monitor and audit installations. Assist in vendor negotiations and monitor performance. Coordinate maintenance programs and safety programs. Communicate with landlords/managing agents regarding property conditions. Create reports and analyze data related to property objectives. Oversee maintenance/repair assignments by technicians, vendors, and contractors. Respond to client inquiries and ensure quality service delivery. Assist in operating and capital budget preparation. Manage vendor relationships and train vendors on procedures. Process invoices and ensure proper cost center coding. Assist in reviewing financial reports and explaining variances. Use PC/PDA for work order system, email, and training. Acknowledge client inquiries and collect work orders. Collect performance and progress reports. File work orders, proposals, and vendor paperwork. Follow instructions and respond to inquiries or complaints. Use existing procedures to solve problems with limited discretion. Deliver output by following defined procedures under supervision. Other duties as assigned Key Personal Requirements: Background in Integrated Facility Management (IFM) and contracts. Degree, trade, or relevant experience plus High School Diploma or GED. Basic understanding of Mechanical and Electrical Services. Excellent communication and client relationship skills. Strong financial understanding. Ability to supervise commercial relationships and address poor performance. Capable of resolving contentious situations. Strong numerical, verbal, and written reporting skills. Competency with spreadsheets, Outlook, Word, and other office software. Understanding of FM discipline, contract, Health and Safety legislation, and green issues. Willingness to be hands-on and travel to other CBRE sites. Ability to follow basic work routines and standards. Strong organizational skills and inquisitive mindset. Basic math skills for calculating percentages, discounts, and markups. Character: Committed to the delivery of excellent customer service. Calm manner, able to work under pressure. Self-motivated, ability to work on own initiative. Punctual and reliable. Good attention to detail. A team player, able to work with CBRE and client's staff at all levels. Circumstances: Flexible working patterns to support business needs. Willingness to learn and benefit from training programs. Work with landlords, tenants, and service providers to implement procedures and reporting The ability to learn quickly and to gain maximum benefit from extensive training and development programs aimed at ensuring that any identified knowledge or experience deficiencies are addressed in the short term. Why CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants. Applicant AI Use Disclosure We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decis ions, and we ask that candidates disclose any use of AI in the application and interview process.
Feb 06, 2026
Full time
Job Title: Senior Facilities Co-Ordinator Location: London Commence Date: April 2026 Work Times: Monday to Friday (8am - 5pm) Salary: Details on application Purpose of Job We now have an opportunity for an onsite Senior Facilities Coordinator at a client Data Centre. Working within the remote CBRE team, the role offers development potential for any candidate wanting to work on the leading edge of the growing Data Centre industry. The Sr Facilities Coordinator will report to the designated account management team member. They will coordinate the FM requirements as required and will arrange and supervise Services Contractors as required. Responsibilities: Assist in employee moves, coordinating with movers, vendors, and internal/external staff. Plan and organize internal and building-to-building moves. Initiate purchase orders and manage invoicing and expenses within budget. Manage facilities staff and ensure continuous service. Resolve issues with staff/building engineers and vendors. Respond to client requests and resolve concerns. Serve as primary contact for maintenance requests and manage work orders. Schedule repairs and maintenance with vendors and contractors. Perform property inspections and tours including workspace sweeps for repairs or upgrades. Ensure furniture is functional and conforms to standards; monitor and audit installations. Assist in vendor negotiations and monitor performance. Coordinate maintenance programs and safety programs. Communicate with landlords/managing agents regarding property conditions. Create reports and analyze data related to property objectives. Oversee maintenance/repair assignments by technicians, vendors, and contractors. Respond to client inquiries and ensure quality service delivery. Assist in operating and capital budget preparation. Manage vendor relationships and train vendors on procedures. Process invoices and ensure proper cost center coding. Assist in reviewing financial reports and explaining variances. Use PC/PDA for work order system, email, and training. Acknowledge client inquiries and collect work orders. Collect performance and progress reports. File work orders, proposals, and vendor paperwork. Follow instructions and respond to inquiries or complaints. Use existing procedures to solve problems with limited discretion. Deliver output by following defined procedures under supervision. Other duties as assigned Key Personal Requirements: Background in Integrated Facility Management (IFM) and contracts. Degree, trade, or relevant experience plus High School Diploma or GED. Basic understanding of Mechanical and Electrical Services. Excellent communication and client relationship skills. Strong financial understanding. Ability to supervise commercial relationships and address poor performance. Capable of resolving contentious situations. Strong numerical, verbal, and written reporting skills. Competency with spreadsheets, Outlook, Word, and other office software. Understanding of FM discipline, contract, Health and Safety legislation, and green issues. Willingness to be hands-on and travel to other CBRE sites. Ability to follow basic work routines and standards. Strong organizational skills and inquisitive mindset. Basic math skills for calculating percentages, discounts, and markups. Character: Committed to the delivery of excellent customer service. Calm manner, able to work under pressure. Self-motivated, ability to work on own initiative. Punctual and reliable. Good attention to detail. A team player, able to work with CBRE and client's staff at all levels. Circumstances: Flexible working patterns to support business needs. Willingness to learn and benefit from training programs. Work with landlords, tenants, and service providers to implement procedures and reporting The ability to learn quickly and to gain maximum benefit from extensive training and development programs aimed at ensuring that any identified knowledge or experience deficiencies are addressed in the short term. Why CBRE When you join CBRE, you become part of the global leader in commercial real estate services and investment that helps businesses and people thrive. We are dynamic problem solvers and forward-thinking professionals who create significant impact. Our collaborative culture is built on our shared values - respect, integrity, service and excellence - and we value the diverse perspectives, backgrounds and skillsets of our people. At CBRE, you have the opportunity to chart your own course and realize your potential. We welcome all applicants. Applicant AI Use Disclosure We value human interaction to understand each candidate's unique experience, skills and aspirations. We do not use artificial intelligence (AI) tools to make hiring decis ions, and we ask that candidates disclose any use of AI in the application and interview process.
Administration Manager Leatherhead Up to 52,630 p/annum + benefits package 500pcm Vehicle Allowance - driver / car owner needed Our client is a very established family-owned business, with contracts, clients and customers throughout the UK. They are looking to fill a senior leadership role with real influence to join them on their future growth plans. We are seeking an experienced Administration Manager to lead and oversee their M&E administration function across multiple workstreams, including Compliance, Repairs, Installations and Scheduling. The Role You will provide strong leadership to Team Managers and administration teams, ensuring efficient, consistent and high-quality administrative processes from first customer contact through to job completion. This role focuses on people leadership, performance management and continuous improvement. Key Responsibilities Lead, coach and develop Team Managers and large admin teams Drive performance, engagement and accountability Ensure smooth end-to-end administrative processes Work closely with Contact Centre and Operational teams Analyse performance data and implement process improvements Ensure compliance with company, contractual and regulatory standards About You Proven experience in a senior administration, operations or service management role Strong people leadership and performance management skills Analytical, organised and solutions-focused Confident communicator, comfortable working at senior level Experience in property services or M&E desirable but not essential Refer a friend and earn a retail voucher worth up to 500! Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer. KW15373
Feb 05, 2026
Full time
Administration Manager Leatherhead Up to 52,630 p/annum + benefits package 500pcm Vehicle Allowance - driver / car owner needed Our client is a very established family-owned business, with contracts, clients and customers throughout the UK. They are looking to fill a senior leadership role with real influence to join them on their future growth plans. We are seeking an experienced Administration Manager to lead and oversee their M&E administration function across multiple workstreams, including Compliance, Repairs, Installations and Scheduling. The Role You will provide strong leadership to Team Managers and administration teams, ensuring efficient, consistent and high-quality administrative processes from first customer contact through to job completion. This role focuses on people leadership, performance management and continuous improvement. Key Responsibilities Lead, coach and develop Team Managers and large admin teams Drive performance, engagement and accountability Ensure smooth end-to-end administrative processes Work closely with Contact Centre and Operational teams Analyse performance data and implement process improvements Ensure compliance with company, contractual and regulatory standards About You Proven experience in a senior administration, operations or service management role Strong people leadership and performance management skills Analytical, organised and solutions-focused Confident communicator, comfortable working at senior level Experience in property services or M&E desirable but not essential Refer a friend and earn a retail voucher worth up to 500! Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer. KW15373
Job title: Customer Claims Team Leader - Motor Claims Department: Customer Experience Location: Huddersfield Hours: 40 hours per week We're looking for a Customer Claims Team Leader - Motor Claims to be part of our success story. Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies. Great career development opportunities - grow with us. About the role A Customer Claims Team Leader - Motor Claims is responsible for the day-to-day management of the claims centre deployment team, overseeing the duties of Customer Service Advisors with an emphasis on proactive conversion and deployment of all repair opportunities. The role of the Customer Claims Team Leader - Motor Claims is to ensure all potential accident assistance related enquiries and repair instructions are converted into repairs and to subsequently deploy to the most suitable repairer and/or mobility provider, in accordance with the business and client SLAs. They are also responsible for ensuring that all system and data requirements are updated and maintained promptly. At all times, the Customer Services teams are responsible for delivering excellent customer services. Key responsibilities Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SLAs. Identifying and converting opportunities to sell 'Avant repair services' to ensure repair opportunities are maximised. Ensuring all accident management claims are referred to agreed partners in line with targets and SLAs. Resource planning to ensure the deployment Team deliver business requirements. Delegation and distribution of workload to ensure client SLAs are achieved. Daily monitoring of all inbound calls, digital enquiries and repair instructions to ensure they are answered and actioned in accordance with client SLA's. Performance management of team members to deliver results. Implementation of training and progression plans to improve business and individual performance. Ensuring professional behaviour at all times in line with company guidelines. To implement best practice in delivering excellent customer services. To coach and mentor staff providing the relevant training as required. Adherence to Avant's Customer Service Advisor best practice guidance. Effective liaison with other departments in the business. To respond and resolve enquiries and problems related to claims. To assess problems, judging when to pass complex queries on to colleagues or managers. To respond to email enquiries from multiple sources and mailboxes. Undertaking general claims tasks and administration as required. Skills and experience At least two years' experience operating at a supervisory level or above within a claim's centre/call centre. Understanding of motor insurance processes and the end-to-end customer claims process. Problem-solving skills with the ability to adopt a logical approach to resolving problems. Previous experience within a Customer Services role. Proficiency in working to service levels and performance measures. Experience in a work environment that required collaboration across work groups. Escalation management. Excellent interpersonal and customer service skills. Excellent telephone and communication skills. Good listening skills. Good organisational and time management skills. The ability to work well under pressure. Good numeracy and literacy. The ability to prioritise and manage your own workload to meet business requirements. Experience of working towards deadlines and performance objectives. Basic knowledge of Microsoft Office packages. Additional (desirable) Knowledge of motor claims management and body repair. Proven experience of working within a technical claims' environment. Negotiation, questioning and decision making skills. Sound initiative and the ability to adapt quickly to different situations. A good eye for detail. Good report writing skills. Benefits 33 days holiday (including bank holidays) Personal health cash plan - claim back the cost of things like dentist and optical check ups Enhanced maternity / paternity / adoption / shared parental pay Life assurance: three times basic salary Free breakfasts and fruit Birthday surprise for everybody! What you can expect from us At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed. From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you. A bit about us Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide. We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough. We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners. Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers: Purpose: Make someone's bad day better Values: Make it happen - Be accountable. Take the initiative, work fast, and do a great job. Strive for better - Be bold. Challenge the norm - make small improvements often. Win together - Be a team player. Win together, learn together, respect each other.
Feb 04, 2026
Full time
Job title: Customer Claims Team Leader - Motor Claims Department: Customer Experience Location: Huddersfield Hours: 40 hours per week We're looking for a Customer Claims Team Leader - Motor Claims to be part of our success story. Listed in the 2022 Sunday Times 100: Britain's fastest-growing private companies. Great career development opportunities - grow with us. About the role A Customer Claims Team Leader - Motor Claims is responsible for the day-to-day management of the claims centre deployment team, overseeing the duties of Customer Service Advisors with an emphasis on proactive conversion and deployment of all repair opportunities. The role of the Customer Claims Team Leader - Motor Claims is to ensure all potential accident assistance related enquiries and repair instructions are converted into repairs and to subsequently deploy to the most suitable repairer and/or mobility provider, in accordance with the business and client SLAs. They are also responsible for ensuring that all system and data requirements are updated and maintained promptly. At all times, the Customer Services teams are responsible for delivering excellent customer services. Key responsibilities Ensuring the deployment of all repair instructions to the most appropriate and suitable repairer in accordance with workstream parameters and client SLAs. Identifying and converting opportunities to sell 'Avant repair services' to ensure repair opportunities are maximised. Ensuring all accident management claims are referred to agreed partners in line with targets and SLAs. Resource planning to ensure the deployment Team deliver business requirements. Delegation and distribution of workload to ensure client SLAs are achieved. Daily monitoring of all inbound calls, digital enquiries and repair instructions to ensure they are answered and actioned in accordance with client SLA's. Performance management of team members to deliver results. Implementation of training and progression plans to improve business and individual performance. Ensuring professional behaviour at all times in line with company guidelines. To implement best practice in delivering excellent customer services. To coach and mentor staff providing the relevant training as required. Adherence to Avant's Customer Service Advisor best practice guidance. Effective liaison with other departments in the business. To respond and resolve enquiries and problems related to claims. To assess problems, judging when to pass complex queries on to colleagues or managers. To respond to email enquiries from multiple sources and mailboxes. Undertaking general claims tasks and administration as required. Skills and experience At least two years' experience operating at a supervisory level or above within a claim's centre/call centre. Understanding of motor insurance processes and the end-to-end customer claims process. Problem-solving skills with the ability to adopt a logical approach to resolving problems. Previous experience within a Customer Services role. Proficiency in working to service levels and performance measures. Experience in a work environment that required collaboration across work groups. Escalation management. Excellent interpersonal and customer service skills. Excellent telephone and communication skills. Good listening skills. Good organisational and time management skills. The ability to work well under pressure. Good numeracy and literacy. The ability to prioritise and manage your own workload to meet business requirements. Experience of working towards deadlines and performance objectives. Basic knowledge of Microsoft Office packages. Additional (desirable) Knowledge of motor claims management and body repair. Proven experience of working within a technical claims' environment. Negotiation, questioning and decision making skills. Sound initiative and the ability to adapt quickly to different situations. A good eye for detail. Good report writing skills. Benefits 33 days holiday (including bank holidays) Personal health cash plan - claim back the cost of things like dentist and optical check ups Enhanced maternity / paternity / adoption / shared parental pay Life assurance: three times basic salary Free breakfasts and fruit Birthday surprise for everybody! What you can expect from us At Activate Group, looking after team members is a major priority. Whether you're at our smart Halifax or Peterborough offices, one of our AAR sites or working from home, we'll make sure you have all the support you need to succeed. From benefits that put your health and wellbeing first, to impressive rewards for our employee of the month, and little perks like free fruit and cereal, we'll go out of our way to show how much we appreciate you. A bit about us Named by the Sunday Times as one of the UK's 100 fastest-growing private companies, we employ more than 700 team members nationwide. We work with some of the UK's largest fleets and insurance companies, supporting drivers that have been involved in a road incident at our contact centres in Halifax and Peterborough. We look after every step of the repair process, repairing vehicles at our own Activate Accident Repair body shops, and through a UK-wide network of independent repair partners. Want to know what it's like to work with us? Take a look at our purpose and values. They define who we are, and how we work with team members, customers and suppliers: Purpose: Make someone's bad day better Values: Make it happen - Be accountable. Take the initiative, work fast, and do a great job. Strive for better - Be bold. Challenge the norm - make small improvements often. Win together - Be a team player. Win together, learn together, respect each other.
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 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 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 Services Operations Manager, Head of Repairs Services, Housing Contact Centre Manager, Customer Service Delivery Manager REF-
Feb 01, 2026
Full time
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 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 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 Services Operations Manager, Head of Repairs Services, Housing Contact Centre Manager, Customer Service Delivery Manager REF-
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, we're responsible for supporting thousands of customers and their families. We're 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, there's a place for you at Accent. About the role We're 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, 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 We've got big ambitions and we're looking for people who want to grow with us. 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 we 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 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 - we'll help you grow and succeed. We're Committed to Inclusion We believe diversity makes us stronger and we're 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 - we'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 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 you're 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 REF-
Jan 23, 2026
Full time
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, we're responsible for supporting thousands of customers and their families. We're 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, there's a place for you at Accent. About the role We're 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, 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 We've got big ambitions and we're looking for people who want to grow with us. 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 we 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 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 - we'll help you grow and succeed. We're Committed to Inclusion We believe diversity makes us stronger and we're 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 - we'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 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 you're 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 REF-
This role leads the most complex and high-risk customer complaints, acting as the final escalation point while balancing fair customer outcomes with strong commercial decision-making. It's a hands-on leadership position focused on improving Aftersales performance, cost control, compliance and customer experience. Client Details The business is a fast-growing, FCA-regulated organisation operating within the automotive finance space, with a strong performance-led contact centre environment. It combines commercial focus with a genuine commitment to customer outcomes, continuous improvement and doing the right thing in a highly regulated setting. Description As Complaints & Aftersales Manager, you'll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation. You'll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance. This is not a volume-driven complaints role - it's about judgement, leadership, influence and continuous improvement. What You'll Be Doing Leading the handling of complex, high-risk and escalated customer complaints as the final decision-maker Managing high-value and sensitive cases involving customers, dealerships and lenders Driving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcomes Working closely with lenders and commercial stakeholders to challenge costs and agree fair, sustainable resolutions Building and maintaining strong relationships with dealerships and third-party partners Ensuring full compliance with FCA regulations and Consumer Duty requirements Identifying complaint trends, root causes and operational risks, implementing preventative improvements Producing clear reporting, insight and recommendations for senior stakeholders Leading, motivating and developing the Aftersales team, delegating effectively and supporting progression Championing continuous improvement across customer experience, operational efficiency and compliance Profile We're looking for a committed, commercially minded leader who is comfortable operating independently and influencing at senior level. At least a few years' experience in an FCA-regulated Aftersales or Complaints environment Strong automotive sector knowledge, including business relationships, repairs and post-sale processes A solid understanding of FCA regulation, Consumer Duty and complaints best practice A commercial, cost-conscious mindset with the confidence to challenge constructively Excellent stakeholder management and negotiation skills Proven leadership experience, with the ability to motivate, develop and retain high-performing teams Strong analytical capability, using data and insight to drive operational improvement Working hours for this role will be 9am - 6pm Monday to Friday in Central Manchester. Job Offer Salary up to 50,000 Monday to Friday only - no weekends Stunning, modern offices with a full-time, office-based environment A true leadership role with real responsibility and ownership Clear career progression within a growing, regulated organisation Strong investment in training and development Volunteer days to support causes that matter to you Free drinks in the office Excellent company-wide benefits, including family-friendly support A second-to-none culture built on trust, performance and doing the right thing
Jan 22, 2026
Full time
This role leads the most complex and high-risk customer complaints, acting as the final escalation point while balancing fair customer outcomes with strong commercial decision-making. It's a hands-on leadership position focused on improving Aftersales performance, cost control, compliance and customer experience. Client Details The business is a fast-growing, FCA-regulated organisation operating within the automotive finance space, with a strong performance-led contact centre environment. It combines commercial focus with a genuine commitment to customer outcomes, continuous improvement and doing the right thing in a highly regulated setting. Description As Complaints & Aftersales Manager, you'll take ownership of the most complex, sensitive and high-risk customer cases, acting as the final escalation point while driving improvements across the wider Aftersales and Customer Care operation. You'll work closely with dealerships, lenders and internal commercial stakeholders, balancing fair customer outcomes with cost control and regulatory compliance. This is not a volume-driven complaints role - it's about judgement, leadership, influence and continuous improvement. What You'll Be Doing Leading the handling of complex, high-risk and escalated customer complaints as the final decision-maker Managing high-value and sensitive cases involving customers, dealerships and lenders Driving cost-reduction initiatives across Aftersales and Customer Care without compromising customer outcomes Working closely with lenders and commercial stakeholders to challenge costs and agree fair, sustainable resolutions Building and maintaining strong relationships with dealerships and third-party partners Ensuring full compliance with FCA regulations and Consumer Duty requirements Identifying complaint trends, root causes and operational risks, implementing preventative improvements Producing clear reporting, insight and recommendations for senior stakeholders Leading, motivating and developing the Aftersales team, delegating effectively and supporting progression Championing continuous improvement across customer experience, operational efficiency and compliance Profile We're looking for a committed, commercially minded leader who is comfortable operating independently and influencing at senior level. At least a few years' experience in an FCA-regulated Aftersales or Complaints environment Strong automotive sector knowledge, including business relationships, repairs and post-sale processes A solid understanding of FCA regulation, Consumer Duty and complaints best practice A commercial, cost-conscious mindset with the confidence to challenge constructively Excellent stakeholder management and negotiation skills Proven leadership experience, with the ability to motivate, develop and retain high-performing teams Strong analytical capability, using data and insight to drive operational improvement Working hours for this role will be 9am - 6pm Monday to Friday in Central Manchester. Job Offer Salary up to 50,000 Monday to Friday only - no weekends Stunning, modern offices with a full-time, office-based environment A true leadership role with real responsibility and ownership Clear career progression within a growing, regulated organisation Strong investment in training and development Volunteer days to support causes that matter to you Free drinks in the office Excellent company-wide benefits, including family-friendly support A second-to-none culture built on trust, performance and doing the right thing
