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Interim Contact Centre Manager (6 months fixed term)

  • Job Reference: 899
  • Job Type: Contract
  • Salary: £57,453
  • Interview Date: TBC
  • Closing Date: Monday 17 August 2026

As the manager, you will need to empower and inspire your Senior Relationship Advisors and in turn all the Advisors within the wider team to achieve success together. We’re looking to build something truly unique in the housing sector so to be right for this role you will need to be highly organised, able to prioritise and successfully delegate, be outcome focussed and a fantastic people manager. On top of this you’ll need to have a good knowledge of CRM systems, unified communications and value continuous improvement.

Key Responsibilities

You will manage and motivate the team, including two seniors, to deliver a consistently high-quality service across all customer channels. This includes ensuring staff have the knowledge needed to handle enquiries effectively, working with managers to improve the customer journey, reducing staff and customer effort, and using contact centre expertise to improve services and reduce failure demand. You will also lead on CRM, review and introduce unified communications software, embed a self-serve by default approach, provide supported service where needed, and help staff and customers make better use of technology to support channel shift.

Our essentials

You will bring end-to-end management experience in a small to medium-sized multi-channel contact centre, with strong coaching, people management and performance management skills. You will be commercially minded, customer focused and confident using CRM systems and technology to improve services, staff performance and customer outcomes. You will also build effective relationships with partners, colleagues and customers, manage pressure well, prioritise and delegate effectively, and use customer insight, data and risk analysis to inform improvements. As an approachable and motivational manager, you will deliver short- and long-term objectives through coaching, mentoring and performance management, while working flexibly in line with our values, ensuring value for money, communicating clearly and championing continuous improvement.

Qualifications, Skills & Experience

You will be confident working with peers, senior management, the Board and your own team, bringing a strong commitment to continuous improvement in services, team performance and personal development. As the operational expert in CRM and Unified Communications, you will help create a successful contact centre that manages risk, encourages self-service and delivers consistently high-quality services. You will be a natural motivator with a positive can-do attitude, able to coach, mentor and support staff while remaining firm but fair, and build excellent working relationships with partners, customers and key stakeholders.

Apply for this role

Have look at the job description and if you're as excited about this fantastic opportunity as we are, please complete the application form below.

Or if you want to find out more, email us and we will arrange for you to talk to the recruiting manager about the role.

If you require a printed copy of this job advertisement, the job description, and/or our application form, please contact us.

Application Form

Form fields marked * are required.

Applicant details
e.g. Mr, Mrs, Miss, Ms, etc.
e.g. HP11
Role information
Declarations and eligibility
As far as you are aware, are you related to, or do you live with or have a relationship with any current Red Kite employee, tenant, leaseholder, or board member? *
Some of our roles require you to hold a full UK driving licence and have access to a vehicle, can you confirm that you have a driving licence and access to a vehicle? *
We may need to confirm your identity if this application continues, please indicate which of these documents you will be able to provide: *
Criminal convictions declaration
Do you have any unspent criminal convictions, cautions, reprimands, final warnings, or are you currently subject to any police investigations, pending prosecutions, or outstanding charges in the UK or overseas? *
You only need to declare spent convictions or cautions if you are applying for a post involving direct provision or management of services to our vulnerable clients. (If you wish, you can mark YES above and send the details in a Private & Confidential email direct to hr@redkitehousing.org.uk. If you do this, please indicate below that you have sent details direct to HR)
Equality and diversity

Red Kite Community Housing Limited wants to meet the aims and commitments set out in our Equality, diversity and inclusion policy. This includes not discriminating under the Equality Act 2010. Please complete this form to help us understand the diversity of our job applicants. Completing this form is voluntary. The information provided will be kept confidential and will be used to help us understand the diversity of our organisation.

Completing our Equality and Diversity Monitoring Form is optional. It will open in a new browser tab, and you can close the tab at any time to return to this form.
Application content
Please provide your personal statement as to why you are a suitable candidate for this role
Please upload your CV in .pdf file format
Final declaration

The details given on this application are true and accurate. I understand that my application may be rejected for withholding relevant details or giving false, misleading or inaccurate information. In addition, I may also be subject to disciplinary proceedings which could amount to my dismissal, and/or action being taken, against me in the civil and criminal courts for offences identified under the Fraud Act 2006. By signing and returning this application form, I consent to the employer using and keeping information about me provided by me or by third parties such as referees relating to my application or future employment. Such information includes details relating to my health and to any criminal record.

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