Head of Contact Centre

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.