Interim Contact Centre Manager

Interim Contact Centre Manager (6 months fixed term)

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.