Interim Contact Centre Manager (Customer & Digital) – Housing

About the role

This is an excellent opportunity for a Contact Centre Manager to take ownership of day‑to‑day customer and digital contact centre performance across multiple channels, with responsibility for service quality, compliance and departmental KPIs. You will lead and coach Team Managers, strengthen tenancy and digital capability, and help maximise first‑contact resolution while reducing avoidable demand.

Key responsibilities

• Performance & KPI Management: deliver and report on departmental KPIs, analyse performance and support managers to address gaps.
• Leadership & Coaching: lead, coach and develop Contact Centre Team Managers, building tenancy and digital capability.
• Compliance & Quality Assurance: ensure services meet governance, regulatory and external standards, logging and mitigating risks.
• Customer Journey Improvement: work with Business Improvement and insight teams to enhance journeys, first‑contact resolution and customer effort.
• Digital Service Development: support channel shift to cost‑effective digital channels and promote effective digital services.
• Operational Planning: manage service costs, budget, recruitment capacity, reporting and workforce planning.
• Service Collaboration: align activity with Housing, Customer Support and Repairs teams to resolve gaps.
• Business Continuity & Complaints: lead continuity planning and support stage‑2 complaint responses.
• Systems & Knowledge: ensure teams have effective systems, SOPs and knowledge articles.

Required profile

• Previous leadership experience in both a housing environment and a contact centre.
• Extensive knowledge of housing and tenancy‑related issues.
• Strong leadership, coaching and team development abilities.
• Customer‑service focus on quality and first‑contact resolution.
• Analytical and problem‑solving skills, including KPI analysis.
• Stakeholder engagement and collaboration experience.
• High proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Experience of risk management and regulatory compliance in contact or complaint 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 (or equivalent).

Required skills

• Microsoft Office (Word, Excel, PowerPoint).
• Genesys contact‑centre system.
• Microsoft Dynamics CRM.

What we offer

• £65,826 per annum salary.
• 25 days holiday plus Bank Holidays.
• Employer pension contribution up to 8%.
• Annual health and lifestyle allowance up to £300 for you and your family.
• Flexible benefits, salary‑exchange options, rewards and discounts.
• Hybrid working – office attendance in Ealing at least three days a week.