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James Andrews is proud to be working with a small Housing provider in West London, who are seeking to appoint a Customer Contact Manager on a permanent basis. The role is permanent, pays circa £50,000 - £55,000 per annum depending on experience.

(On site presence is required initially five days a week, however once the team is established, flexibility will be given. The Contact Centre Hours operate from 8:30am - 5:30pm).

You will lead the design, implementation and ongoing management of a new resident-centred Customer Contact Centre.

The role will transition the organisation from a traditional reception and generic email model to a modern, multi-channel contact centre focused on ‘right person, right answer, first time’ approach.

This is an exiting opportunity for a candidate who is happy to drive process improvement and imbed new policies and procedures.

The range of duties which are covered include:

• Design, implement and embed a resident-centred Customer Contact Centre operating across multiple channels, including telephone, email, webchat and digital platforms

• Lead and manage the transition from reception-based and generic email handling to a structured, high-performing contact centre model

• Embed a culture of “right person, right answer, first time” across all customer interactions.

• Manage the day-to-day operation of the Customer Contact Centre, ensuring service standards, response times and quality measures are consistently met

• Act as the central hub for repairs management, ensuring effective reporting, tracking, communication and resolution in collaboration with internal teams and contractors

• Lead on resident communications, ensuring information is clear, timely, accurate and accessible

• Develop and maintain performance frameworks, KPIs and service standards for the contact centre

Experience and skills required:

• Proven experience managing a Customer Contact Centre within the housing sector or a comparable customer-focused environment

• Demonstrable experience of designing, implementing or significantly transforming a customer contact centre or customer service model

• Experience of managing and developing customer service teams, including performance management

• Experience of operating and improving multi-channel customer contact services (e.g. phone, email, webchat, digital)

• Experience of managing repairs reporting and coordination or similar high-volume service workflows

• Experience of producing regular, reliable performance reports and using data to drive service improvement

• Experience of leading change and supporting teams through transition

• Strong leadership and people management skills with the ability to inspire high levels of customer service

• Excellent communication skills, both verbal and written

If this position is not for you, but you know of someone who may be suitable please pass on our contact details.

At James Andrews we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.