Housing Contact Centre Manager - Grade 16 (£58,692 - £60,819)

Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. The contact centre is part of our commitment to delivering a responsive and accessible repairs service. This makes this an exciting opportunity to make a real difference to the lives of our residents and local communities.

We are looking for an experienced Customer Contact Centre Manager, with a real passion for customer service. Responsible for the operational management of the Contact Centre in managing all housing enquiries with a real focus on repairs enquiries from residents, contractors and other council departments.

About the role:

1. To establish and implement effective working arrangements & practices to ensure a consistent level of service delivery. You will be responsible for monitoring service performance and deploying resources to deal with peak demands.
2. Use management information, including customer feedback to target aspects of service improvement.
3. Maximising the capacity of NEC, our housing management system to improve the resident experience.
4. Utilise customer feedback to identify trends for service improvements.
5. Champion customer service, ensuring enquiries from all access channels are handled and responded to in a timely manner.
6. Develop a culture of resolution at the first point of contact including complaints handling.
7. Create a culture of ownership by providing strong leadership through coaching, mentoring and managing performance.
8. Work with team leaders, monitoring calls to assess and improve the quality of performance, reducing call wait times and reducing failure demand.
9. Responsible for training and development of staff, ensuring well-rounded knowledge of housing.

About you

1. Knowledge of national legislation, policies, standards and initiatives relevant to local government and this role.
2. Customer service expertise in a senior manager role with call centre and business planning expertise and knowledge.
3. You will have the skills and energy to build a high performing contact centre.
4. Have a passion for customer services and a commitment to make a difference to the residents of Croydon.
5. Strong interpersonal and leadership skills to build a supportive culture.
6. Proven experience in introducing a continuous improvement culture, customer satisfaction and putting the customer at the heart of what we do.
7. Strong organisational, planning, and analytical skills.

We are passionate about our staff and in return we will provide a rewarding career with a commitment to investing in you.

Inclusive Culture

Join a team that values diversity and is committed to creating a supportive work environment where all staff can thrive.

Career Development

We invest in our staff and support their development.

Generous Benefits Package

Enjoy a comprehensive benefits package, including a Local Government Pension Scheme with an average employer contribution of 20%, up to 31 days of annual leave (eligibility criteria apply) in addition to Bank Holidays and option to purchase more, a commitment to your well-being and work-life balance with access to the confidential and free Employee Assistance Programme 24/7.

Family Friendly provisions

Generous maternity leave and family leave provisions.

Work Life Balance

Options for flexible and agile working options in line with service demand.

Make a Difference

Be part of a council that is dedicated to improving the lives of its residents through effective and compassionate housing management. At Croydon, relationships matter and we are about strong partnerships and working together to make lasting positive change.

Assessment Centres: Week Commencing 10 March 2025.

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.