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Call Centre Manager Radius Housing

  • Closing Date: 7 April 2024
  • Location: Holywood
  • Salary: £43,421 (SP35) - £53,630 (SP45) per annum
  • Contract: Permanent
  • Hours: 37 per week
  • Job Ref: FHA03813
Work with NIFHA

The Call Centre Manager will manage the full Customer Service function across a growing team within the Radius Customer Service Centre; This team currently handle in excess of 12,000 customer transactions a month, encompassing Repairs and Housing related enquiries, repairs and complaints. They will initiate the drive for seamless operations, nurturing a vibrant workplace, and exceeding departmental and business objectives. They will continually strive to develop and maintain processes aligned with the delivery of a high performing, efficient customer service team, through effective management, coaching and mentoring to deliver outstanding customer service.


Hours:                        37 per week


Location:                    Radius Offices, Holywood


Reference:                FHA03813


Salary:                       £43,421 (SP35) – £53,630 (SP45) per annum


To access the full criteria and to apply online, please visit  Alternatively, application packs can be obtained by contacting the Holywood reception on 028 9039 7250.


The Association


Radius Housing provides quality and affordable social housing in over 80 towns and cities throughout Northern Ireland.  We provide a range of services from sheltered housing for the over 55’s and general needs housing for families and single people, as well as specialist care and support facilities for the frail, elderly, people with dementia and learning disabilities and other complex needs.


Our aim is to be an employer of choice and to recruit employees who will embrace our vision and values and fulfil our performance standards within their role.


To be shortlisted candidates need to provide evidence of the following as a minimum:


  1. At least 5 years Contact Centre managerial experience.


A level 6 qualification (e.g. HND, HNC, Degree).


At least 8 years recent Contact Centre experience with at least 5 years at managerial level.


2. Demonstrable knowledge of Contact Centre operations, CRM functionality and Data Management.


3. Fully conversant with customer journey mapping and alignment to business processes


4. Excellent customer focus and communication skills.


5. Demonstrable experience of setting, managing and monitoring performance metrics to meet and exceed KPI targets and SLA requirements.


6. Strong background of performance management, specifically building and developing teams and individuals.


In return we offer a range of benefits to employees including great on-job training, a contributory pension scheme, a health cash plan which can provide help with dental, optician and medical costs (including cover for dependent children in full time education up to 18 years of age), free employee health checks and a Cycle to Work scheme. Flexibility regarding working hours is also offered in some areas of the business.


For further information on employee benefits go to the employee benefits section of our website.


Closing date for applications is 7 April 2024 unless otherwise stated.


Radius reserves the right to enhance criteria to facilitate shortlisting.


Association wide waiting lists may be compiled for future same or similar vacancies permanent / fixed term which may arise.


Radius is an Equal Opportunities Employer.