Job Description

Contact Centre Team Manager

Location: Ealing - Hybrid

Salary: 46,129

Type: Fixed Term Contract - 6 months Maternity Cover with the possibility to extend to 12 months

Hours: Full Time - 37.5 hours per week - Monday to Friday

DBS Level: Basic

We're looking for an experienced

Contact Centre Team Manager

to lead and inspire a team of agents, ensuring exceptional customer service and operational excellence. You'll drive departmental KPIs, improve first contact resolution, and deliver a quality-focused frontline service across all A2Dominion tenures. This role is key to enhancing customer satisfaction and reducing customer effort.

Key Responsibilities

Leadership and Business Outcomes

Lead the team to achieve agreed departmental KPIs through strong and effective leadership. Coach agents to maximise first contact resolution, reducing repeat customer contact. Use business insights and strategic planning to identify and implement solutions that improve customer experience and reduce customer effort. Manage escalated customer contacts in line with established business processes. Take ownership of Contact Centre complaints, ensuring timely and appropriate responses within agreed business and Housing Ombudsman Service (HOS) timeframes. Support the recruitment and selection of Contact Centre agents. Drive and deliver operational changes aligned with the Target Operating Model and Customer Experience Strategy. Collaborate with the Service Improvement Manager to implement wider initiatives that enhance customer experience.

People Management

Oversee the operational management of a team of Contact Centre Agents, identifying performance and training gaps and ensuring compliance with A2Dominion procedures. Analyse agent performance against KPIs, providing tailored support and addressing development needs. Conduct regular contact quality assessments, ensuring standards are met and coaching provided where improvements are needed. Deliver ongoing coaching and real-time support to agents, promoting professional and effective communication. Foster a high-energy, motivated team environment to drive optimum performance. Work with the Performance and Planning Team to develop dashboards and reports for monitoring agent performance. Use data and insights to identify and address performance gaps. Maintain accurate electronic records of all team management activities, including one-to-ones, coaching sessions, and disciplinary actions.

Communication & Collaboration

Communicate departmental vision and objectives clearly. Build strong relationships with internal teams and external partners. Promote Contact Centre initiatives across the organisation.

More About You

Degree or equivalent experience within role Proven experience leading a Contact Centre team and delivering strong results. A solid understanding of Contact Centre processes and procedures (e.g. CRM and phone applications) An understanding of best practice in a Contact Centre environment Experience of building and maintaining high team performance through leadership, coaching and development Experience of identifying and creating solutions to improve the customer experience in a Contact Centre environment Ability to coach and develop individuals using varied techniques. Excellent communication and presentation skills.

About us

At A2Dominion, we're more than a housing provider. We're a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We're a G15 housing association with a strong social purpose.

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits, for this role, these include.

25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service Up to 8% contributory pension In addition, all permanent and fixed-term employees receive a generous annual allowance of up to 300 to use towards health and lifestyle benefits for both you and your family.

Diversity & Inclusion

We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our

Resourcing Team at resourcing@a2dominion.co.uk

We know some people hesitate to apply if they don't meet every requirement. If that's you, we encourage you to apply if your skills and experience align - please get in touch with us to talk it through.


At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.

This vacancy is being managed by Becci Zapala and closes on 30th January 2026. We reserve the right to close early upon appointment of the right candidate.