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Head of Customer Contact- Repairs

Job Description

Role Overview


We are committed to providing safe, secure, and warm homes for all. As the Head of Customer Contact - Repairs, you will lead our Repairs Contact Centre in Peterborough, ensuring customers receive an exceptional repairs experience. You will manage a multi-channel contact centre, ensuring operational excellence, customer satisfaction, and continuous improvement in service delivery. You will also work strategically to develop the future direction of the customer service team, ensuring alignment with Accent's broader goals of delivering outstanding housing services.

Key Responsibilities


  • Contact Centre Leadership: Oversee the day-to-day operations of the repairs-focused contact centre, ensuring all KPIs are achieved and that a high standard of customer service is consistently delivered across multiple communication channels.

  • Customer Service Excellence: Regularly review and assess performance, implementing strategies to maintain or improve service standards. Handle customer dissatisfaction and minimise complaints by addressing issues promptly.

  • Strategic Development: Contribute to the strategic vision for the repairs contact centre, ensuring the service evolves to meet changing customer needs and industry standards.

  • Stakeholder Engagement: Collaborate closely with the Housing Hub and Customer Relations teams to ensure seamless service delivery across the organisation. Engage with stakeholders across all levels to ensure service alignment and improvements.

  • Continuous Improvement: Drive a culture of continuous improvement within the team, identifying areas for service enhancement and implementing best practices to ensure the service remains cost-effective and value-driven.

  • Financial Oversight: Manage the budget for the repairs contact centre, ensuring financial performance is in line with organisational goals.

  • Contact Channels Expansion: Explore and implement new customer contact channels to meet evolving customer preferences and enhance the customer experience.

  • Emergency Response: Be available for consultation on emergency repair issues outside of normal office hours.

Key Skills & Experience


  • Extensive Contact Centre Management Experience: Proven experience managing a contact centre in a multi-channel environment, ideally in a repairs or housing context.

  • Experience with Responsive Repairs: Hands-on experience managing a responsive repairs service, with a strong understanding of housing and repairs operations.

  • Customer Service Focus: A track record of delivering excellent customer service and handling high-volume, sensitive, or complex customer interactions.

  • Strategic Leadership: Ability to develop and implement strategic plans, ensuring the contact centre aligns with broader organisational goals and adapts to customer needs.

  • Team Leadership & Development: Experience managing large teams and multi-disciplinary networks, with a focus on people development and training.

  • Financial Acumen: Strong awareness of financial management within a contact centre environment, ensuring services deliver value for money.

  • Knowledge of Social Housing: Familiarity with the current challenges and issues within social housing, and a passion for improving customer outcomes.

  • Technology Proficiency: Experience with contact centre technologies, ICT systems, and telephony systems. An understanding of emerging digital contact channels and their integration is advantageous.