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 functionsApproximately 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 consideredSystems Experience (Desirable)

QL Housing Management System
Netcall Telephony SystemWhat'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 serviceThis 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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