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Red Kite Community Housing

We're a tenant-led, not-for-profit, charitable housing association and we own and manage more than 6,600 homes all within 15 miles of High Wycombe, in the south of Buckinghamshire. Our tenants and leaseholders are our customers and have an important role in making sure that we remain truly tenant-led through everything we do.

Interim Contact Centre Manager (6 months fixed term)
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**Job Reference:** 899

**Job Type:** Contract

**Salary:** £57,453

**Interview Date:** TBC

**Closing Date:** Monday 17 August 2026

### Role Overview

As the manager, you will need to empower and inspire your Senior Relationship Advisors and in turn all the Advisors within the wider team to achieve success together. We're looking to build something truly unique in the housing sector so to be right for this role you will need to be highly organised, able to prioritise and successfully delegate, be outcome focussed and a fantastic people manager. On top of this you'll need to have a good knowledge of CRM systems, unified communications and value continuous improvement.

### Key Responsibilities

You will manage and motivate the team, including two seniors, to deliver a consistently high-quality service across all customer channels. This includes ensuring staff have the knowledge needed to handle enquiries effectively, working with managers to improve the customer journey, reducing staff and customer effort, and using contact centre expertise to improve services and reduce failure demand. You will also lead on CRM, review and introduce unified communications software, embed a self-serve by default approach, provide supported service where needed, and help staff and customers make better use of technology to support channel shift.

### Our Essentials

You will bring end-to-end management experience in a small to medium-sized multi-channel contact centre, with strong coaching, people management and performance management skills. You will be commercially minded, customer focused and confident using CRM systems and technology to improve services, staff performance and customer outcomes. You will also build effective relationships with partners, colleagues and customers, manage pressure well, prioritise and delegate effectively, and use customer insight, data and risk analysis to inform improvements. As an approachable and motivational manager, you will deliver short- and long-term objectives through coaching, mentoring and performance management, while working flexibly in line with our values, ensuring value for money, communicating clearly and championing continuous improvement.

### Qualifications, Skills & Experience

You will be confident working with peers, senior management, the Board and your own team, bringing a strong commitment to continuous improvement in services, team performance and personal development. As the operational expert in CRM and Unified Communications, you will help create a successful contact centre that manages risk, encourages self-service and delivers consistently high-quality services. You will be a natural motivator with a positive can-do attitude, able to coach, mentor and support staff while remaining firm but fair, and build excellent working relationships with partners, customers and key stakeholders.

Senior HR Professional

Kelly Mance

Head of People

Interim Contact Centre Manager (6 months fixed term)

People Management

Coaching

Performance Management

Red Kite is a tenant-led, not-for-profit, charitable housing organisation. We are registered with the Regulator of Social Housing who monitor and regulate what we do to make sure that we meet the standards for managing and maintaining homes. Our tenants and leaseholders have a really important role in making sure that we keep to the promises that were made in the Housing Transfer Offer Document and we have lots of ways for them to get involved to help make sure that this happens. 

We manage around 6,500 homes which were transferred from Wycombe District Council in December 2011. These are mainly on estates in the urban centres of High Wycombe, Princes Risborough and Marlow, with others on estates in rural areas such as Lane End, Stokenchurch and Bourne End.

Homepage of Red Kite Community Housing, a charitable housing association - we own and manage more than 6,500 homes in the Wycombe district.

**Job Reference:** 899
  
**Job Type:** Contract
  
**Salary:** £57,453
  
**Interview Date:** TBC
  
**Closing Date:** Monday 17 August 2026
  
  
As the manager, you will need to empower and inspire your Senior Relationship Advisors and in turn all the Advisors within the wider team to achieve success together. We’re looking to build something truly unique in the housing sector so to be right for this role you will need to be highly organised, able to prioritise and successfully delegate, be outcome focussed and a fantastic people manager. On top of this you’ll need to have a good knowledge of CRM systems, unified communications and value continuous improvement.
  
  
Key Responsibilities
  
  
You will manage and motivate the team, including two seniors, to deliver a consistently high-quality service across all customer channels. This includes ensuring staff have the knowledge needed to handle enquiries effectively, working with managers to improve the customer journey, reducing staff and customer effort, and using contact centre expertise to improve services and reduce failure demand. You will also lead on CRM, review and introduce unified communications software, embed a self-serve by default approach, provide supported service where needed, and help staff and customers make better use of technology to support channel shift.
  
  
Our essentials
  
  
You will bring end-to-end management experience in a small to medium-sized multi-channel contact centre, with strong coaching, people management and performance management skills. You will be commercially minded, customer focused and confident using CRM systems and technology to improve services, staff performance and customer outcomes. You will also build effective relationships with partners, colleagues and customers, manage pressure well, prioritise and delegate effectively, and use customer insight, data and risk analysis to inform improvements. As an approachable and motivational manager, you will deliver short- and long-term objectives through coaching, mentoring and performance management, while working flexibly in line with our values, ensuring value for money, communicating clearly and championing continuous improvement.
  
  
Qualifications, Skills & Experience
  
  
You will be confident working with peers, senior management, the Board and your own team, bringing a strong commitment to continuous improvement in services, team performance and personal development. As the operational expert in CRM and Unified Communications, you will help create a successful contact centre that manages risk, encourages self-service and delivers consistently high-quality services. You will be a natural motivator with a positive can-do attitude, able to coach, mentor and support staff while remaining firm but fair, and build excellent working relationships with partners, customers and key stakeholders.
  
  
Apply for this role
  
  
Have look at the job description and if you're as excited about this fantastic opportunity as we are, please complete the application form below.
  
  
Or if you want to find out more, email us and we will arrange for you to talk to the recruiting manager about the role.
  
  
If you require a printed copy of this job advertisement, the job description, and/or our application form, please contact us.
  
  
Application Form
  
  
Form fields marked \* are required.
  
  
Applicant details
  
Title \* (required) e.g. Mr, Mrs, Miss, Ms, etc.
  
First name(s) \* (required)
  
Last name(s) \* (required)
  
First half of your postcode \* (required) e.g. HP11
  
Contact phone number \* (required)
  
Email address \* (required)
  
Role information
  
Where did you hear about this role? \* (required)
  
company website
  
referral
  
social media
  
job board
  
other
  
Please provide details \* (required)
  
Were you referred by a Red Kite employee?
  
Yes
  
No
  
Which Red Kite employee referred you to this role?
  
Declarations and eligibility
  
Please confirm you have the right to work in the UK without sponsorship? (required) \* (required)
  
Please confirm you are able to work from our offices in High Wycombe, Buckinghamshire at least twice a week as per our hybrid working policy? (required) \* (required)
  
As far as you are aware, are you related to, or do you live with or have a relationship with any current Red Kite employee, tenant, leaseholder, or board member? \* (required)
  
Yes
  
No
  
Please give details of your relationship with Red Kite \* (required)
  
Some of our roles require you to hold a full UK driving licence and have access to a vehicle, can you confirm that you have a driving licence and access to a vehicle? \* (required)
  
Yes
  
No
  
We may need to confirm your identity if this application continues, please indicate which of these documents you will be able to provide: \* (required)
  
Birth certificate
  
Passport
  
Work permit
  
Driving licence
  
Some of our roles require DBS checks, please tick this box to consent to a DBS check (if required) should you be appointed to this role.
  
Criminal convictions declaration
  
Do you have any unspent criminal convictions, cautions, reprimands, final warnings, or are you currently subject to any police investigations, pending prosecutions, or outstanding charges in the UK or overseas? \* (required)
  
Yes
  
No
  
Please give details including dates and sentences, if applicable You only need to declare spent convictions or cautions if you are applying for a post involving direct provision or management of services to our vulnerable clients. (If you wish, you can mark YES above and send the details in a Private & Confidential email direct to hr@redkitehousing.org.uk. If you do this, please indicate below that you have sent details direct to HR)
  
Equality and diversity
  
  
Red Kite Community Housing Limited wants to meet the aims and commitments set out in our Equality, diversity and inclusion policy. This includes not discriminating under the Equality Act 2010. Please complete this form to help us understand the diversity of our job applicants. Completing this form is voluntary. The information provided will be kept confidential and will be used to help us understand the diversity of our organisation.
  
  
Completing our Equality and Diversity Monitoring Form is optional. It will open in a new browser tab, and you can close the tab at any time to return to this form.
  
Application content
  
Personal statement \* (required) Please provide your personal statement as to why you are a suitable candidate for this role
  
Upload your CV \* (required) Please upload your CV in .pdf file format
  
Final declaration
  
  
The details given on this application are true and accurate. I understand that my application may be rejected for withholding relevant details or giving false, misleading or inaccurate information. In addition, I may also be subject to disciplinary proceedings which could amount to my dismissal, and/or action being taken, against me in the civil and criminal courts for offences identified under the Fraud Act 2006. By signing and returning this application form, I consent to the employer using and keeping information about me provided by me or by third parties such as referees relating to my application or future employment. Such information includes details relating to my health and to any criminal record.
  
  
Consent for storing submitted data \* (required)
  
I understand that by submitting this application form, I am electronically signing the form and agreeing to the terms stated above.

High Wycombe

Manage and motivate a contact centre team, focusing on CRM and unified communications, for a 6-month interim role.

Red Kite Community Housing

Jobs

Interim Contact Centre Manager

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