Interim Repairs Contact Centre Manager

Role: Repairs Contact Centre Manager

Location: Hybrid (Ealing office 2–3 days per week)

Salary: Circa £64,000

Contract : 12 months

DBS Level: Basic

At A2Dominion, we’re committed to creating safe, secure communities where residents feel supported and valued because everyone deserves that. We’re looking for a skilled manager to lead a team that’s recently transitioned into a dedicated repairs function. You’ll embed best practice, foster a culture of excellence, and ensure residents receive timely, reliable support for all repairs and maintenance needs. This role matters because our Repairs Contact Centre is the first point of contact for residents from reporting new repairs to managing complaints and your leadership will make sure every interaction is handled with care and efficiency while driving improvements and shaping the future of how we deliver repairs services.

Why this role matters

Our Repairs Contact Centre handles a wide range of resident interactions including reporting new repairs to following up on ongoing issues and managing complaints. You’ll take ownership of performance, ensuring every contact is handled with care and efficiency, and work collaboratively with other teams to deliver a seamless experience that reflects our commitment to safe, well maintained homes. You’ll also play a key role in shaping the future of repairs contact, embedding best practice and influencing how we deliver services moving forward.

Key Responsibilities

• Accountable for day to day operations of the Repairs Contact Centre across all channels, ensuring service standards and compliance are met.
• Lead and develop Contact Team Managers, creating an inclusive, high performing culture, focused on right first time outcomes and resident experience.
• Deliver on performance expectations, not just targets on paper but real outcomes that matter to residents and colleagues.
• Oversee Out of Hours and Overflow services, ensuring contractual compliance and operational effectiveness.
• Work closely with Repairs, Property and Customer teams to improve processes and enhance the resident journey.
• Champion digital first initiatives and encourage channel shift to cost effective solutions.
• Use data and insights to identify opportunities for improvement and implement changes.
• Customer & Digital Contact Centre Manager' to ensure alignment and consistency across both contact teams

What We’re Looking For

• Proven experience managing a contact centre or multi-channel operations team within a housing association or local authority,
• Strong leadership and coaching skills, with a focus on empowering and developing people.
• A collaborative approach and ability to build positive relationships across teams.
• Experience of implementing service best practice and contact centre performance measures.
• Analytical skills and experience using data to improve outcomes and direction.
• Knowledge of contact centre systems and or CRM platforms (Microsoft Dynamics).

Why Join Us

• Collaborative Culture - Work in a supportive environment that values teamwork and offers real opportunities for development.
• Inclusive and Accessible - We’re proud to be a Disability Confident Employer and welcome applications from all backgrounds. Reasonable adjustments available throughout the recruitment process - contact resourcing@a2dominion.co.uk.
• Your Skills Matter - If your experience aligns, we encourage you to apply – even if you don’t tick every box.
• Make a Lasting Impact - Join us and help make a real difference in the lives of our customers and communities.

Ready to deliver outcomes that really matters? Apply now and help us deliver a repairs service that puts our residents first. Closing date for this role is 8th December 2025, we reserve the right to close the role early.