Red Kite Community Housing
Interim Contact Centre Manager (6 months fixed term)
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Manager Role
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
- Manage and motivate the team, including two seniors, to deliver a consistently high-quality service across all customer channels.
- Ensure staff have the knowledge needed to handle enquiries effectively.
- Work with managers to improve the customer journey, reducing staff and customer effort.
- Use contact centre expertise to improve services and reduce failure demand.
- Lead on CRM, review and introduce unified communications software.
- Embed a self-serve by default approach.
- Provide supported service where needed.
- Help staff and customers make better use of technology to support channel shift.
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Our Essentials
- 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.
- Be commercially minded, customer focused and confident using CRM systems and technology to improve services, staff performance and customer outcomes.
- Build effective relationships with partners, colleagues and customers.
- Manage pressure well, prioritise and delegate effectively.
- Use customer insight, data and risk analysis to inform improvements.
- As an approachable and motivational manager, 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.
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Qualifications, Skills & Experience
- 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, help create a successful contact centre that manages risk, encourages self-service and delivers consistently high-quality services.
- A natural motivator with a positive can-do attitude, able to coach, mentor and support staff while remaining firm but fair.
- Build excellent working relationships with partners, customers and key stakeholders.
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