Head of Contact Centre at Clarion Housing Group

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 Jun, 26

Salary

125055.0

Posted On

30 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Strategic Leadership, Customer Service, Contact Centre Management, Resource Planning, Repairs Planning, Operational Excellence, Customer-Centric Culture, Omni-channel Environments, Stakeholder Management, Change Leadership, Transformation, Innovation, Housing Legislation, Regulatory Compliance, Customer Journey Optimization, Strategic Thinking

Industry

Real Estate

Description

Location: Hybrid/London, NW1 Salary: £100,044 - £125,055 per annum plus £5,000 car allowance Hours: 36 per week Contract Type: Permanent Are you a strategic leader who is passionate about delivering exceptional customer service and shaping the future of customer engagement? We’re looking for an experienced Head of Contact Centre to lead, inspire and develop a high-performing multi-site Contact Centre and planning operation within a dynamic Housing Association. In this pivotal leadership role, you’ll provide strategic oversight across customer contact, resource planning and repairs planning functions. You’ll be responsible for ensuring operational excellence while consistently delivering and exceeding the targets set out in the annual business plan. By championing a truly customer-centric culture, you’ll help ensure that services not only meet regulatory requirements but also deliver a seamless and positive experience for every resident. You’ll lead a large and complex customer service function, planning and organising activity to achieve high service standards and compliance with Consumer Standards. Working closely with senior stakeholders across the organisation, you’ll optimise the customer journey, strengthen collaboration, and ensure stakeholders fully understand the purpose, value and impact of the Contact Centre and planning teams. We’re looking for a leader who combines strategic thinking with operational expertise. You’ll bring senior-level experience in customer service management and strategy within a commercially focused environment, alongside a strong understanding of the social housing landscape. Your knowledge of housing legislation, regulatory expectations, and best practice in modern omni-channel contact environments will ensure the service remains compliant, forward-thinking and responsive to residents’ needs. Most importantly, you’ll be a confident change leader, someone who can drive transformation, embed new ways of working and inspire teams to embrace innovation while maintaining a relentless focus on customer experience. This is an exciting opportunity to shape the future of customer engagement, influence organisational strategy, and make a meaningful difference to the experience of residents every day. If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying – Head of Contact Centre and Behaviours & Mandatory Accountabilities OD level 1 and 2. Salaries are just the starting point. Here at Clarion, we’re dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more here. Closing Date: Sunday 19th April 2026 at midnight. At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process. This is a hybrid role with a base location at our head office in London. Candidates will be expected to work from the office 1-2 days a week and travel to Maidstone when required. You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment. This vacancy may close without notice. Clarion Housing Group formed in 2016, following the merger between two of the country’s largest housing associations, Affinity Sutton and Circle Housing Group. With over 125,000 homes we use our strength and scale to create opportunities that change peoples’ lives. We are also one of the biggest housebuilders in the country and are set to build 50,000 high quality homes of all tenures during the next ten years, as we remain committed to helping to tackle the housing shortage and to prioritising affordable homes. In addition to new homes, we transform existing communities through sustained regeneration, helping people to access employment and training opportunities and giving young people a better start in life. To find out more about working for Clarion, please click here.

Responsibilities

This pivotal leadership role involves providing strategic oversight across customer contact, resource planning, and repairs planning functions to ensure operational excellence and exceed annual business plan targets. The leader will champion a customer-centric culture, manage a large customer service function, and optimize the customer journey while ensuring compliance with Consumer Standards.