Contact Centre Performance & Planning Manager

  • Reference: Onward Homes: Accrington
  • Application closing date: 04 Feb 2022 00:00

Job Description

Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.

We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.

In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

We are looking for a Performance and Planning Manager (1 post) to join our Contact Centre team in Accrington.

Reporting to the Head of Customer Service Delivery, the role will be responsible for delivering an exceptional customer contact service that delights both internal and external customers and for the achievement of agreed performance standards through proactive, supportive, and motivation al leadership. There will be a requirement to conduct real-time and forward-thinking capacity and demand analysis across a multi-channel environment to ensure that resources are optimised to deliver service and performance standards.

Through proactive, visible, and confident leadership you will inspire, motivate, and develop Team Leaders and their teams to create an industry leading customer service operation. Leading by example, you'll ensure all colleagues receive regular, high quality, personalised coaching and training sessions and that plans for the year ahead are in place.

You'll create a consistent and high performing environment which delivers positive customer focussed outcomes first time, every time. Use all systems, data, and intelligence available to ensure KPI performance is maximised across all channels.

The successful candidate will have experience of leading high performing teams to deliver exceptional levels of performance in a dynamic and challenging environment and well as experience of delivering high levels of quality service and customer satisfaction in a multi-channelled contact centre. It is desirable to have a good understanding of social housing sector and associated regulations.

This role will be based at an office location (Accrington) and will predominately work from that office, although some travel to other offices/sites may be required. Some flexibility may be offered to enable ad-hoc working from home from time to time.

As well as a competitive salary and a generous annual leave entitlement, we offer a range of benefits for a rewarding career including a health cash plan, pension scheme and personal development.

If candidates have any concerns / questions in relation to Covid-19 and the role at any stage of the recruitment and selection process they can contact the HR team on and a member of the HR Team will be in touch.

Employment Details

  • Employment Type: Full time
  • Pay: £44,200 Annually