Contact Centre Manager - Housing

Interim Contact Centre Manager
27 - 30 per hour PAYE + Holiday Pay
3-Month Contract
Monday to Friday No Weekend Working
I'm working with a large housing organisation who are looking for an experienced Contact Centre Manager to provide interim leadership across a high-volume customer contact operation.
This is a hands-on leadership role where you'll oversee a high-volume customer contact operation handling around 30,000 calls per month, leading a team of approximately 60 employees across reception, contact centre and back-office functions.
The organisation is looking for an experienced manager, ideally from a housing background, who can quickly establish credibility, provide visible leadership, manage performance and keep a critical customer service operation running effectively.
The Role

• Lead and manage a team of approximately 60 staff
• Directly manage 2 Senior Team Leaders and 4 Team Leaders
• Oversee a high-volume contact centre environment handling around 30,000 calls monthly
• Manage service delivery against key KPIs and SLAs
• Drive service improvements and operational efficiencies
• Support and improve performance across teams
• Monitor workforce planning, productivity and customer outcomes
• Analyse and report on performance data and service metrics
• Ensure excellent customer service standards are maintained across both telephony and back-office functions

Approximately 80% of the role is focused on contact centre operations, with the remaining 20% supporting customer service administration and back-office teams.
About You

• Proven experience managing a contact centre or customer operations function
• Strong people management and performance management skills
• Experience leading through Team Leaders and management layers
• Comfortable working in a fast-paced, KPI-driven environment
• Strong reporting and data analysis capability
• Ability to identify and implement service improvements
• Housing sector experience would be highly desirable, although candidates from large-scale customer contact environments will also be considered

Systems Experience (Desirable)

• QL Housing Management System
• Netcall Telephony System

What's on Offer?

• 27 - 30 per hour PAYE plus holiday pay
• Immediate start available
• Monday to Friday working pattern
• No weekend working required
• Opportunity to make an immediate impact within a busy customer-focused service

This is an ideal opportunity for an experienced Contact Centre Manager, Customer Services Manager or Operations Manager who can hit the ground running and provide strong leadership from day one!

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