Contact Centre Team Manager

Improving lives in Oldham

Contact Centre Team Manager
Salary:42795
Contract:Fixed Term contactuntil March 2027
Hours:37 hours per week between 8am and 6pm Monday to Friday-no Weekends.
Location:Oldham - Hybrid

Are you an experienced contact centre leader who knows how to motivate teams improve performance and deliver excellent customer service in a fast-paced target-driven environment

At First Choice Homes Oldham we are looking for aContact Centre Team Managerto help lead and improve our Contact Centre as we continue to strengthen the way customers access our services.

You do not need to come from a housing background. We are interested in hearing from people who have led teams inbusy customer-focused environments such as banking retail utilities telecoms insurance financialservicesor other high-volume contact centre settings.

What matters most is that you can lead people manage performance use data to improve service and create a positive team culture where advisors feel supported to deliver their best.

Please see full job description at the bottom on this page

The role

Our Contact Centre is often the first point of contact for our customers so the service we provide really matters.

You will manage a team of around 10 Contact Centre Advisors within a wider team of 21 supporting them to deliver a responsiveprofessionaland customer-focused service across a range of enquiries.

This isa great opportunityfor someone who enjoys paceproblem-solvingand continuous improvement. You will play a key role in helping us improve performance strengthenqualityand make sure customers receive the right support first time.

The impactyoullmake

As Contact Centre Team Manager you will help shape how customers experience FCHO.

You will support advisors to manage busy call volumes meet service targets handle challengingconversationsand deliver a consistently high standard of customer care.

You will also use performance data call quality customerfeedbackand complaints insight toidentifyimprovements and support a more efficientmodernand customer-focused Contact Centre.

Whatyoullbe doing

You will:

• Support the day-to-day running of a busy fast-paced Contact Centre.

• Manage performance against key targets including response times call qualityproductivityand customer satisfaction.

• Use data callmonitoringand customer feedback to improve service quality

• Motivate your team through regular one-to-ones coachingfeedbackand development conversations.

• Support improvements to processes procedures scripts IVR messages and customer access routes.

• Work closely with teams across the business to deliver a joined-up right first time customer experience.

• Help manage rotasresourcesand staffing levels to meet customer demand.

• Support service improvement planspoliciesand process reviews.

• Manage complaintscomplimentsand suggestions using insight toidentifyareas for improvement.

• Support your team to understand key housing requirements including Awaabs Law repairscomplaintsand tenant service standards.

About you

We are looking for someone who has experience leading teams in a busy contact centre or high-volume customer service environment.

You will be confident managing performance coaching people and supporting teams through change. You will understand what good customer service looks like and know how to create structureconsistencyand accountability within a team.

You do not need to know housing regulation from day one but you will need to be willing to learn and understand the regulatory environment we work in.

You will need

• Experience managingcoachingand developing a team.

• Experience working in a busy fast-paced target-driven contact centre or customer service environment.

• Experience using performance data qualitymonitoringor customer insight to improve service.

• The ability to motivate others and create a positive high-performing team culture.

• Strong planningprioritisationand decision-making skills.

• Confidence managing difficult conversations with customers and colleagues.

• Strong written and verbal communication skills.

• Experience supporting service improvement change or contact centre transformation.

• Experience improving customer journeys processesscriptsor service standards.

Whatsin it for you

We offer a fantastic range of benefits designed to support your wellbeing worklife balance and career development:

• Competitive salary

• 37-hour working week with hybrid working options

• 30 days annual leave plus bank holidays

• Optiontopurchaseadditionalannual leave

• Defined contribution pension scheme with up to 10% employer contribution

• Private health insurance and healthcare cash plan

• Employee Assistance Programme (24/7 support)

• 24/7 GP access throughDoctorline

• Discounts wellbeingtoolsand gym membership

• Professional subscriptions paid (whererequired)

• Enhanced family-friendly policies

• On-site wellbeing room and café

• Long service awards

Interested

If you are passionate about leading teams improving customerserviceand helping people access the right support when they need itwedlove to hear from you.

Pleasesubmityour application before25/05/2026.

Please note we reserve the right to close this vacancy early should we receive a high volume of applications.

Inclusion and accessibility

We are committed to building an organisation thatrepresentsa variety of backgrounds perspectivesskills andare proud to be an equal opportunity workplace. As an equalopportunitiesemployer FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discriminationon the basis ofage disability sex sexual orientation pregnancy and maternity race or ethnicity religion or belief gender identity or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.

We care that you havea great experiencewith us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother please let us know andwelldo all we can.