Customer Contact Manager

CompanyJames Andrews Recruitment Solutions Ltd

LocationLondon Area, United Kingdom

Posted At1/16/2026

UK Visa Sponsorship Analytics

Analytics are greyed out due to low classification confidence (44.0%).

Occupation Type

Financial accounts managers

Occupation Code Skill LevelHigher Skilled

Sponsorship Salary Threshold

£44,700 (£22.92 per hour)

Occupation rate applies

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Description

James Andrews is proud to be working with a small Housing provider in West London, who are seeking to appoint a Customer Contact Manager on a permanent basis. The role is permanent, pays circa £50,000 - £55,000 per annum depending on experience.

(On site presence is required initially five days a week, however once the team is established, flexibility will be given. The Contact Centre Hours operate from 8:30am - 5:30pm).

You will lead the design, implementation and ongoing management of a new resident-centred Customer Contact Centre.

The role will transition the organisation from a traditional reception and generic email model to a modern, multi-channel contact centre focused on ‘right person, right answer, first time’ approach.

This is an exiting opportunity for a candidate who is happy to drive process improvement and imbed new policies and procedures.

The range of duties which are covered include:

Design, implement and embed a resident-centred Customer Contact Centre operating across multiple channels, including telephone, email, webchat and digital platforms

Lead and manage the transition from reception-based and generic email handling to a structured, high-performing contact centre model

Embed a culture of “right person, right answer, first time” across all customer interactions.

Manage the day-to-day operation of the Customer Contact Centre, ensuring service standards, response times and quality measures are consistently met

Act as the central hub for repairs management, ensuring effective reporting, tracking, communication and resolution in collaboration with internal teams and contractors

Lead on resident communications, ensuring information is clear, timely, accurate and accessible

Develop and maintain performance frameworks, KPIs and service standards for the contact centre

Experience and skills required:

Proven experience managing a Customer Contact Centre within the housing sector or a comparable customer-focused environment
Demonstrable experience of designing, implementing or significantly transforming a customer contact centre or customer service model
Experience of managing and developing customer service teams, including performance management

Experience of operating and improving multi-channel customer contact services (e.g. phone, email, webchat, digital)

Experience of managing repairs reporting and coordination or similar high-volume service workflows

Experience of producing regular, reliable performance reports and using data to drive service improvement

Experience of leading change and supporting teams through transition

Strong leadership and people management skills with the ability to inspire high levels of customer service

Excellent communication skills, both verbal and written

If this position is not for you, but you know of someone who may be suitable please pass on our contact details.

At James Andrews we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.