Contact Centre Team Manager

Improving lives in Oldham 
 

Contact Centre Team Manager 
Salary: £42,795
Contract: Fixed Term contact until March 2027 
Hours: 37 hours per week, between 8am and 6pm, Monday to Friday- no Weekends.  
Location: Oldham - Hybrid 

Are you an experienced contact centre leader who knows how to motivate teams, improve performance and deliver excellent customer service in a fast-paced, target-driven environment? 

At First Choice Homes Oldham, we are looking for a Contact Centre Team Manager to help lead and improve our Contact Centre as we continue to strengthen the way customers access our services. 

You do not need to come from a housing background. We are interested in hearing from people who have led teams in busy, customer-focused environments such as banking, retail, utilities, telecoms, insurance, financial services or other high-volume contact centre settings. 

What matters most is that you can lead people, manage performance, use data to improve service, and create a positive team culture where advisors feel supported to deliver their best. 

Please see full job description at the bottom on this page

The role 

Our Contact Centre is often the first point of contact for our customers, so the service we provide really matters. 

You will manage a team of around 10 Contact Centre Advisors within a wider team of 21, supporting them to deliver a responsive, professional and customer-focused service across a range of enquiries. 

This is a great opportunity for someone who enjoys pace, problem-solving and continuous improvement. You will play a key role in helping us improve performance, strengthen quality and make sure customers receive the right support first time. 

The impact you’ll make 

As Contact Centre Team Manager, you will help shape how customers experience FCHO. 

You will support advisors to manage busy call volumes, meet service targets, handle challenging conversations and deliver a consistently high standard of customer care. 

You will also use performance data, call quality, customer feedback and complaints insight to identify improvements and support a more efficient, modern and customer-focused Contact Centre. 

What you’ll be doing 

You will: 

• Support the day-to-day running of a busy, fast-paced Contact Centre. 

• Manage performance against key targets, including response times, call quality, productivity and customer satisfaction. 

• Use data, call monitoring and customer feedback to improve service quality 

• Motivate your team through regular one-to-ones, coaching, feedback and development conversations. 

• Support improvements to processes, procedures, scripts, IVR messages and customer access routes. 

•  Work closely with teams across the business to deliver a joined-up, “right first time” customer experience. 

•  Help manage rotas, resources and staffing levels to meet customer demand. 

• Support service improvement plans, policies and process reviews. 

•  Manage complaints, compliments and suggestions, using insight to identify areas for improvement. 

• Support your team to understand key housing requirements, including Awaab’s Law, repairs, complaints and tenant service standards. 

About you 

We are looking for someone who has experience leading teams in a busy contact centre or high-volume customer service environment. 

You will be confident managing performance, coaching people and supporting teams through change. You will understand what good customer service looks like and know how to create structure, consistency and accountability within a team. 

You do not need to know housing regulation from day one, but you will need to be willing to learn and understand the regulatory environment we work in. 

You will need 

• Experience managing, coaching and developing a team. 

• Experience working in a busy, fast-paced, target-driven contact centre or customer service environment. 

•  Experience using performance data, quality monitoring or customer insight to improve service. 

• The ability to motivate others and create a positive, high-performing team culture. 

• Strong planning, prioritisation and decision-making skills. 

• Confidence managing difficult conversations with customers and colleagues. 

• Strong written and verbal communication skills. 

• Experience supporting service improvement, change or contact centre transformation. 

• Experience improving customer journeys, processes, scripts or service standards. 

What’s in it for you? 

We offer a fantastic range of benefits designed to support your wellbeing, work–life balance and career development: 

• Competitive salary 

• 37-hour working week with hybrid working options 

• 30 days’ annual leave plus bank holidays 

• Option to purchase additional annual leave 

• Defined contribution pension scheme with up to 10% employer contribution 

• Private health insurance and healthcare cash plan 

• Employee Assistance Programme (24/7 support) 

• 24/7 GP access through Doctorline 

• Discounts, wellbeing tools and gym membership 

• Professional subscriptions paid (where required) 

• Enhanced family-friendly policies 

• On-site wellbeing room and café 

• Long service awards 

Interested? 

If you are passionate about leading teams, improving customer service and helping people access the right support when they need it, we’d love to hear from you. 

Please submit your application before 25/05/2026. 

Please note, we reserve the right to close this vacancy early should we receive a high volume of applications.  

Inclusion and accessibility 

We are committed to building an organisation that represents a variety of backgrounds, perspectives, skills and are proud to be an equal opportunity workplace.   As an equal opportunities employer, FCHO is committed to the equal treatment of all current and prospective colleagues and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.  We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us.  

We care that you have a great experience with us at FCHO and if you need us to make any reasonable adjustments to make your experience smoother, please let us know and we’ll do all we can.