Head of Customer Contact - Repairs
A place to make a difference
Location: Peterborough, hybrid – 3 days a week onsite with occasional travel to other offices as required.
Salary: £66,003 per annum
Permanent, 35 hours per week, Monday – Friday between 8am and 6pm
With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.
We’re proud to build positive, long-lasting relationships that go beyond housing. The work we do supports our customers and creates vibrant communities where people of all backgrounds can thrive.
If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.
About the role
We’re looking for a passionate, customer‑focused leader to head up our Repairs Contact Centre. This service is vital to the wellbeing and safety of our customers, and your work will make a direct difference to how people experience their homes.
As our Head of Customer Contact – Repairs, you’ll lead a dedicated team to deliver great customer and colleague experiences, achieve key performance measures, and drive quality across all repairs interactions. You’ll also help shape future contact channels and play a key role in improving Tenant Satisfaction Measures (TSMs).
What you’ll be doing:
- Leading the repairs contact centre to deliver a consistent, customer‑centred service
- Managing performance, quality and colleague engagement
- Working closely with contractors and technical teams to improve the end‑to‑end customer journey
- Using data and insights to develop reporting and drive service improvements
- Influencing how customers connect with us in the future
- Building on a strong foundation to evolve and elevate the service
To view/download the job description please click here.
Salary
The spot salary for this post is £66,003 per annum for applicants who fully meet the requirements of the post. If you’re still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.
About you
· CIH qualification or willingness to work towards
· Previous People Management experience, leading and managing a team in a high-volume, challenging, customer-focused, multi-channel contact centre environment
· Familiarity with managing customer expectations across varied contact channels, with an understanding of digital transformation and channel shift opportunities
· Previous experience of developing and coaching a team, managing performance and embedding a positive team culture
· Expertise in contact centre resource planning methods
· Financial and budget awareness, with the ability to monitor resources and manage costs.
· Strong negotiation and communication skills, both verbal and written, with the ability to present to teams and individuals
· Proficiency in ICT and telephony systems relevant to contact centre operations and MS Office packages
· Experience in performance management, dispute resolution, and driving team success through KPIs.
Interviews
We want your candidate experience to reflect who we are - a place to grow, a place to thrive, a place to be you.
Stage 1: A Place to Connect
A call with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.
Planned date: 16th February via Teams.
Stage 2: A Place to Show Your Strengths
You’ll deliver a presentation to the panel which will be followed by a short Q&A and a final behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Congruity Questionnaire in advance.
Planned date: 23rd February at our Peterborough office.
We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.
A place to build a future
We’ve got big ambitions and we’re looking for people who want to grow with us. Here, you’ll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.
And because we believe great work deserves great rewards, here’s what you can look forward to:
Generous time off – 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
Health & wellbeing support – Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
Financial perks – Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
Future-focused benefits – Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
Family-friendly policies – Enhanced parental leave, flexible working options, and support for work-life balance.
Career development – From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more – we’ll help you grow and succeed.
This is more than a job – it’s a place where you can make an impact, feel valued, and be rewarded for what you do.
We’re Committed to Inclusion
We believe diversity makes us stronger and we’re committed to creating a place where everyone feels valued, respected, and able to thrive.
Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know – we’ll make it happen.
Because this isn’t just a workplace – it’s a place to belong.
Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
If you have any queries about the role, please email: PeopleServices@accentgroup.org
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.
Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.
