Head of Repairs Contact Centre

Adecco's specialist Property Services Division are proud to have been commissioned to partner with a National Housing Association to assist them in recruiting a permanent Head of Repairs Contact Centre to be based from their offices in Peterborough.

Job Purpose

As the Head of Customer Contact - Repairs, you'll be responsible for the efficient and effective running of the contact centre and linked communication channels ensuring KPIs are achieved, and excellent levels of customer service are delivered. Regularly reviewing performance and service delivery, you'll ensure the service remains fit for purpose and provides value for money.

You'll embed a culture of continuous improvement, ensuring that any cases of customer dissatisfaction are dealt with at the earliest opportunity and complaint escalations are kept to a minimum.

Stakeholder engagement skills are key as you'll work closely with other teams within the newly formed Customer Relations Team, especially the Housing Hub to ensure that high levels of service are consistently delivered to our customers. There is also an opportunity to explore and influence future contact channels for customers.

Candidate Requirements - Essential

• Extensive contact centre management experience - ideally in a multi-channel environment.
• Experience in management of a responsive repairs service.
• Proven track record in delivering good customer service.
• Experience of managing a large team and multi-disciplinary networks.
• Experience of people management/development and training.
• Financial and budget awareness.
• Knowledge and awareness of current issues in social housing.
• Ability to assimilate written and numerical information in a report or presentation format and deliver to a variety of stakeholders.
• Awareness of ICT and telephony systems relevant to a contact centre environment.
• Awareness of managing and responding to customer expectations and changing preferences in terms of contact channels.
• Be a results driven individual with sound judgement and strong decision-making skills.
• To be available to consult regarding emergency repair issues out of normal office hours.

Salary & Benefits

• £62,843 per annum (salary & Car Allowance)
• 35 Hour working weeks
• 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
• A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
• Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion.

To discuss the finer points of this fantastic opportunity please don't hesitate to contact me directly on or email to book in a conversation.