We're delighted to be recruiting for a Head of Contact Operations to lead the teams that are, for most of our customers, the voice of Abri. Reporting to the Director of Customer Experience, you'll take ownership of our Group Contact Centre functions making sure every call, email, webchat, and social interaction lands with a colleague who can put it right, first time.
This is a role for someone who genuinely believes that great contact is the foundation of great customer experience. You'll lead a multi-site contact operation serving more than 120,000 customers across the South of England, setting the standards, the rhythm and the culture that make our front line one of the best in the sector.
You'll be accountable for performance, productivity and people. Driving a clear, data-led approach to forecasting, scheduling, channel mix and quality, while never losing sight of the customer at the other end of the line. You'll champion continuous improvement, embrace new technology (including the smart use of AI and self-service), and create the conditions for your colleagues to do the best work of their careers.
Day-to-day, you'll:
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Lead the Group Contact Centre Manager and work force management functions and through them a team of advisors and specialists.
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Own end-to-end contact performance service levels, first contact resolution, quality, productivity, colleague engagement and customer satisfaction.
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Drive a relentless focus on getting it right first time, reducing failure demand and removing friction for our customers.
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Shape our channel strategy - voice, digital, self-service and AI-enabled, making sure customers can reach us the way they want, when they want.
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Partner closely with Housing, Homecare, Complaints and IT colleagues to fix the root causes of demand, not just the symptoms.
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Build robust workforce planning, real-time operational management and a forecasting capability fit for a growing organisation.
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Set, monitor and report on KPIs, and own the operational budget.
About you
You'll be a senior contact centre or customer operations leader, used to running a multi-site, multi-channel environment at scale. You'll know your way around WFM, telephony platforms, quality frameworks and operational analytics and you'll be just as comfortable in front of advisors on the floor as you are in front of a Board paper. Experience in social housing, regulated industries, or another customer-heavy sector would be a real plus, but we care more about how you lead than the logo on your CV.
You'll bring:
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A proven track record of running large contact operations and improving performance, engagement and customer outcomes.
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Strong commercial and analytical instincts, you make decisions with data, not gut feel.
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Real expertise in workforce planning, channel design and contact centre technology.
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The credibility to lead managers of managers, coach senior leaders and influence at a senior level.
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A genuine passion for colleagues and customers, and the resilience to hold both in mind under pressure.
If you’re ready to shape how customers experience Abri every single day, we’d love to hear from you. This is a real opportunity to make a visible, lasting difference - not just in how we work, but in how our customers feel when they reach out to us.
In return, you’ll find a collaborative, supportive culture where your ideas are valued, your impact is recognised and your leadership genuinely matters. We’re building a contact experience our customers can rely on and our colleagues are proud to be part of - and you could be at the heart of it.
Abri is a large housing provider who own and manage more than 58,000 homes and various community assets, serving around 113,000 customers across the South of England.
We believe everyone has the right to a good quality safe, warm and sustainable home in a community where they can belong, grow and thrive. What does that look like in real terms?
We’re investing £689m over the next ten years in our existing homes to improve building safety and make them more energy efficient.
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We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most
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We’re investing in our communities, to address local issues and create opportunities for everyone
As we grow, we’re re-establishing our strong local presence to provide a really good service. Abri has adopted a regional approach to service delivery, with our operating areas split into three, each with their local governance and leadership. This will ensure our colleagues are more visible, accountable and better connected to our customers and local communities to meet their diverse needs.
More information about Abri and our strategic objectives can be found at .
