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
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Role information
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Declarations and eligibility
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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.
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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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