Group Contact Centre Manager

Job content

Salary: £50,000 Plus Comprehensive Benefits

Closing date: 04/05/2023

Location: Eastleigh

Employment type: Permanent

Hours Per Week: 37

About us

We’re Abri, a housing association based in the south of England. One of the largest in fact. We’ve got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we’d have a town roughly the size of Guildford.

We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone.

About you

We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team.

Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities.

If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you!

Your new role

We’re looking for a dynamic and results-oriented Group Contact Centre Manager with a passion for motivating and leading high-performing teams whilst keeping the customer at the heart of the process. This is a challenging and busy role where no two days are the same! You’ll need to have exceptional leadership skills and the ability to balance making proactive and reactive decisions to support the delivery of excellent service to our customers.

We’re after someone who’ll be confident leading five Team Managers across two different office locations and overseeing a hybrid working contact centre of 60 staff operating over phone, email and other digital channels. In this role, the numbers matter, and we’ll be looking to you to ensure high standards of performance across the contact centre to achieve all KPIs on a regular basis. When it comes to our people, we’re looking for someone to inspire and motivate our colleagues to continue delivering great customer service, even in challenging circumstances.

You’ll play a critical role in helping us achieve our triple ten ambitions – that’s top ten for customer service, top ten for scale and a top ten great place to work. Reporting to the Head of Customer Contact, you’ll take ownership of the customer experience by working collaboratively with other teams across the business to reduce avoidable contact, improve processes and increase customer satisfaction.

It’s an exciting time to work at Abri, especially in our Customer Contact department. You’ll have the opportunity to take the lead on our channel shift strategy, helping us serve more customers through our online portal by working with our IT development team to design and deploy functionality that will increase satisfaction and self-service usage. And beyond that, you’ll help us develop a culture of ownership throughout the organisation, with the end goal of increasing the amount of customer queries resolved at the first point of contact.

What you can expect from us

We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves.

Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home. You’ll receive 28 days of annual leave a year (pro-rata for our part time colleagues) with Bank Holidays on top as well as being entitled to our generous pension scheme.

We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team.

Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.

Be yourself

Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique.

To our agency friends

We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal.