Interim Contact Centre Manager (Customer & Digital)

DBS Level: Basic

Based in Ealing with Hybrid Working

About A2Dominion
We are a UK housing association committed to a new vision – providing homes people love to live in. With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist services, as well as homes for sale and shared ownership.

Role Overview

To effectively oversee the day-to-day running of the Customer & Digital Contact Centre Operation across all channels including the delivery of departmental KPI’s.

To manage and support the Contact Centre Team Managers to deliver a digital first, first contact, quality focused and fully compliant service, across all tenures.

To ensure collaborative working and operational cohesion with second line Housing and Customer Support Teams.

To lead delivery of a specialist Tenancy (Non-Repairs) Contact Centre.

Key Responsibilities:

• Deliver and report on all departmental and organisational KPI’s relating to Customer & Digital Contact Team
• To ensure all Customer & Digital contact services are fully compliant against governance, regulatory and external standards and that any risks are logged, managed and mitigated against, and supported through robust Quality Assurance
• Provide ongoing effective leadership, coaching, development and real-time support for Customer & Digital Contact Centre Team Managers, with focus on upskilling the Team Managers to support the delivery of a specialist Tenancy & Digital service
• Act as Operational Lead to set activity required to deliver a specialist Tenancy service
• Analyse Customer & Digital Contact performance against KPIs, providing support for Managers in identifying performance and training gaps; supporting Managers to address issues
• Maximise Customer & Digital Contact Team performance by setting stretching targets, creating a high energy environment to drive optimum results
• Work closely with the Business Improvement Team to continually evolve the existing offering by continually reviewing customer journeys to maximise first contact resolution rates

More about you

• Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
• A minimum of 2 years’ experience in a leadership role in a Housing Environment
• A minimum 2 years’ experience in a leadership role in a Contact Centre Environment
• Extensive knowledge of Housing/Tenancy related issues
• Leadership & Coaching – Ability to lead, mentor, and develop Contact Centre Team Managers to optimize team performance
• Customer-Centric Approach and Customer Service Expertise – A deep understanding of customer service principles and best practice, ensuring high-quality interactions and first-contact resolution.
• Analytical & Problem-Solving Skills – Capability to analyse KPIs, identify performance gaps, and implement solutions.

Desirable

• Educated to degree level
• A formally recognised Housing Qualification
• Understanding and Experience of Consumer Standards relating to Housing Providers
• Proficient in Microsoft Dynamics CRM system

Please refer to the attached Job Description for full details of the role, including key responsibilities and requirements.

Why A2Dominion?
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:
* 25 days’ holiday (Plus Bank Holidays)
* Up to 8% contributory pension
* In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at (url removed)

We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Hollie Shepherd. We reserve the right to close this role upon appointment of a successful candidate.