senior area manager Work, Jobs in southampton, eng (with Salaries)

Head of Contact Operations
Abri —Eastleigh
- Up to £75,000 a year
- Full-time
1d
Highways Infrastructure Manager
Southampton City Council —Southampton
- £52,413 - £58,865 a year
- Full-time
- Management
- Project management
- IT
- Employee assistance programme
- Employee discount
Family Coach
Southampton City Council —Southampton
- £37,280 - £40,778 a year
- Full-time
- Employee assistance programme
- Employee discount
1d
SCO Manager
Costain —Southampton
- Full-time
- Contracts
Senior Client Manager - National Security
Roke Manor Research Limited —Romsey
Information Governance and Complaints Manager
New Forest District Council —Lyndhurst
- £59,530 - £65,089 a year
- Full-time
- Hybrid work
- Annual leave
- Employee assistance programme
3d
Team Leader - Glamping Build & Break
Zoo Events Group Ltd —Southampton
- £15.69 an hour
- Temporary
- Management
- Supervising experience
- Organisational skills
Quick apply
10d
Procurement - Category Manager
Hampshire and Isle of Wight Healthcare NHS Foundation Trust —Totton
- £49,387 - £56,515 a year
- Full-time
- Project management
- No degree
- Leadership
Locality Manager - Adult Supported Living
Swanton Community Services —Southampton
- £33,110.60 a year
- Weekend availability
Senior Procurement Manager
Salisbury NHS Foundation Trust —Salisbury
- £49,387 - £56,515 a year
- Full-time
- Employee discount
Senior Client Manager - National Security
Roke —Romsey
- Full-time
Key Account Manager
Inizio —Southampton
- Sales
- Communication skills
Customer Service Manager
Portsmouth City Council —Portsmouth
- £36,363 - £39,151 a year
- Leadership
Senior Architectural Manager
Mace —Winchester
- Full-time
- Hybrid work
- AutoCAD
- Contracts
- School
Graduate Management Trainee - Southampton
Enterprise Mobility —Southampton
- Full-time
- Sales
- Customer service
- Bachelor's degree
Capital Project Manager
UHS Estates Ltd ( UEL ) —Southampton
- £49,387 - £56,515 a year
- Full-time
- Maintenance
- Project management
- No degree
- Annual leave
- Employee discount
2d
Customer Engagement Lead
Maritime and Coastguard Agency —Southampton
- £44,241 a year
- Full-time
- Hybrid work
- Customer service
- Presentation skills
- Travel
- Annual leave
- Employee assistance programme
4d
Superyacht Service Manager (Fixed Term Contract)
Ocean Technologies Group —Southampton
- Customer service
- Microsoft Office
- Travel
Senior Support Services Administrator
Rund —Southampton
- Full-time
- Microsoft Word
- Microsoft Excel
- Salesforce
Multi Agency Safeguarding Hub (MASH) Health Professional Lead
Hampshire and Isle of Wight Healthcare NHS Foundation Trust —Totton
- £57,528 - £64,750 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Outlook
- Master's degree
2d

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Head of Contact Operations

Abri -
Eastleigh

Apply Now

Job details

Full-time
Up to £75,000 a year
1 day ago

Full job description

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:

Lead the Group Contact Centre Manager and work force management functions and through them a team of advisors and specialists.
Own end-to-end contact performance service levels, first contact resolution, quality, productivity, colleague engagement and customer satisfaction.
Drive a relentless focus on getting it right first time, reducing failure demand and removing friction for our customers.
Shape our channel strategy - voice, digital, self-service and AI-enabled, making sure customers can reach us the way they want, when they want.
Partner closely with Housing, Homecare, Complaints and IT colleagues to fix the root causes of demand, not just the symptoms.
Build robust workforce planning, real-time operational management and a forecasting capability fit for a growing organisation.
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:

A proven track record of running large contact operations and improving performance, engagement and customer outcomes.
Strong commercial and analytical instincts, you make decisions with data, not gut feel.
Real expertise in workforce planning, channel design and contact centre technology.
The credibility to lead managers of managers, coach senior leaders and influence at a senior level.
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.

We’re delivering 10,000 homes by 2030, ensuring affordable housing is built where it’s needed most
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 .

Apply Now

Refine Your Search

senior area manager jobs in southampton, eng

Head of Contact Operations

Highways Infrastructure Manager

Family Coach

SCO Manager

Senior Client Manager - National Security

Information Governance and Complaints Manager

Team Leader - Glamping Build & Break

Procurement - Category Manager

Locality Manager - Adult Supported Living

Senior Procurement Manager

Senior Client Manager - National Security

Key Account Manager

Customer Service Manager

Senior Architectural Manager

Graduate Management Trainee - Southampton

Capital Project Manager

Customer Engagement Lead

Superyacht Service Manager (Fixed Term Contract)

Senior Support Services Administrator

Multi Agency Safeguarding Hub (MASH) Health Professional Lead

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