Contact Centre Team Manager

England, London, Ealing
18 Sep 2019
02 Oct 2019
A2Dominion Group
Full Time
Organisation Type

Contact Centre Team Manager


£31,000 - £35,000 per annum depending on experience


37.5 hours per week

A2Dominion Group

We are a residential property group with a social purpose. Our vision is to improve people's lives through high quality homes and services. Whilst we take a commercial approach to housebuilding, we reinvest all of our profits into building more new homes and supporting the communities where we work.

We provide affordable, private and social rented homes, student, NHS and temporary accommodation, as well as supported housing and homes for older people. We also offer high-quality sustainable homes for sale and shared ownership, available through our FABRICA by A2Dominion brand. Whilst we take a commercial approach to housebuilding, all of the surpluses the Group generates are reinvested into supporting our social purpose, helping to deliver more homes and services for customers.
This is an exciting time to join A2Dominion and be part of the Group's £20m change programme, Fit for the Future, which is transforming the way we work and significantly improving the services we deliver to our customers.

The role

Do you want be part of a team that makes you want to wake up in the morning and come into work? Do you want to work in an environment with people that can take a negative situation and turn it into a positive outcome through effective customer engagement? Are you the kind of person that has the spark to lead a team of fantastic individuals that always drive to succeed? Are you looking for a new opportunity where you can progress and affect change in a forward-thinking organisation? Do you have a personality?

If so, we would like to speak to you!

We are looking for a highly motivated, individual with a focus on effective customer engagement and problem solving. A professional who is able to lead, coach and support a team of Customer Contact Agents in a working environment that is fun, energetic, challenging but never boring! You must be energetic, confident and able to inspire your team to deliver a quality-focused service to both internal and external customers.

As our Customer Contact Team Manager, you will be responsible for the operational management of a team of Contact Centre Agents as well as being tasked with identifying performance and training gaps and managing agents within A2Dominion. You will be expected to analyse agent performance against KPI's, provide support for agent's individual needs, and address concerns and development needs.

You will have previous experience of leading a contact centre team, with a proven ability to deliver strong and sustainable results. You will have experience of delivering, through a contact centre team, an outstanding service to customers. You must be people focused and ready to make a difference in a fast paced and dynamic environment.
If you are the 'next step' manager with 1-5 years management experience working in a commercial/financial/retail setting, we would be extremely interested to hear from you!!

In exchange, we offer a fun working environment, a great salary, a clear career path, and a highly supportive management team.

Rewards and Benefits

As an employee of A2Dominion, we want you to feel fairly rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. All permanent members of staff receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family. You are also provided with discounted childcare vouchers and cycling equipment throughout the year, and you pay for them by monthly salary deductions. Employees are usually provided with grace days to cover the period between Christmas and New Year, on top of all of this you will also receive 25 days annual leave.

Closing Date: 2nd October 2019

The Group is committed to equality of opportunity. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post.

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