A place to make a difference

Location: Peterborough hybrid 3 days a week onsite with occasional travel to other offices as required.

Salary:66003 per annum

Permanent 35 hours per week Monday Fridaybetween 8am and 6pm

With over 21000 homes across the country were responsible for supporting thousands of customers and their families.

Were proud to build positive long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities theres a place for you at Accent.

About the role

Were looking for a passionate customerfocused leader to head up our Repairs Contact Centre. This service is vital to the wellbeing and safety of our customers and your work will make a direct difference to how people experience their homes.

As our Head of Customer Contact Repairs youll lead a dedicated team to deliver great customer and colleague experiences achieve key performance measures and drive quality across all repairs interactions. Youll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).

What youll be doing:

• Leading the repairs contact centre to deliver a consistent customercentred service
• Managing performance quality and colleague engagement
• Working closely with contractors and technical teams to improve the endtoend customer journey
• Using data and insights to develop reporting and drive service improvements
• Influencing how customers connect with us in the future
• Building on a strong foundation to evolve and elevate the service

To view/download the job description please click here.

Salary

The spot salary for this post is 66003per annum for applicants who fully meet the requirements of the post. If youre still developing some of the skills or experience you can start at a salary 5% or 10% below the spot rate with clear support and progression opportunities to reach the full amount.

About you

CIH qualification or willingness to work towards

Previous People Management experience leading and managing a team in a high-volume challenging customer-focused multi-channel contact centre environment

Familiarity with managing customer expectations across varied contact channels with an understanding of digital transformation and channel shift opportunities

Previous experience of developing and coaching a team managing performance and embedding a positive team culture

Expertise in contact centre resource planning methods

Financial and budget awareness with the ability to monitor resources and manage costs.

Strong negotiation and communication skills both verbal and written with the ability to present to teams and individuals

Proficiency in ICT and telephony systems relevant to contact centre operations and MS Office packages

Experience in performance management dispute resolution and driving team success through KPIs.

Interviews

We want your candidate experience to reflect who we are - a place to grow a place to thrive a place to be you.

Stage 1: A Place to Connect
A call with the hiring manager. Youll learn more about the role and team and well get to know you your experience goals and what you bring.
Planned date: 16^th February via Teams.

Stage 2: A Place to Show Your Strengths
Youll deliver a presentation to the panel which will be followed by a short Q&A and a final behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. Youll be asked to complete a Congruity Questionnaire in advance.
Planned date: 23^rd February at our Peterborough office.

We aim to make the process clear supportive and genuinely valuable a place where you feel informed and confident at every step.

A place to build a future

Weve got big ambitions and were looking for people who want to grow with us. Here youll have the chance to learn new skills shape your career and thrive in a collaborative environment where your ideas matter.

And because we believe great work deserves great rewards heres what you can look forward to:
Generous time off 28 days holiday plus bank holidays an extra day for your birthday and the option to buy more.
Health & wellbeing support Cash health plan Health MOTs online GP access gym discounts and a dedicated volunteering day for a cause you care about.
Financial perks Car leasing options salary sacrifice schemes and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice plus life assurance at three times your salary for peace of mind.
Family-friendly policies Enhanced parental leave flexible working options and support for work-life balance.
Career development From Stepping into Management and Management Essentials training to our Leadership Academy apprenticeships and more well help you grow and succeed.

This is more than a job its a place where you can make an impact feel valued and be rewarded for what you do.

Were Committed to Inclusion

We believe diversity makes us stronger and were committed to creating a place where everyone feels valued respected and able to thrive.

Our recruitment process is designed to be accessible and inclusive and if you need any reasonable adjustments at any stage just let us know well make it happen.

Because this isnt just a workplace its a place to belong.

Please dont delay in submitting your application. Where roles are urgent or we receive a high volume of applications we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role please email:

Please note candidates must have current eligibility to live and work in the UK Accent do not currently hold a sponsorship license.

If youre looking for a place you can make a positive difference to society to our organisation and to your future apply now.

Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.