Contact Centre Lead

About Us

City Building provides a range of repairs and maintenance, manufacturing, construction and refurbishment activities for Glasgow City Council and Wheatley Housing Group’s citizens and customers as well as other public, private and third sector organisations.

City Building operates both the largest construction craft apprenticeship programme in Scotland, and Royal Strathclyde Blindcraft Industries (RSBi), one of the largest supported manufacturing businesses in Europe, around 200 people, more than 50% of

whom have a disability.

Our accreditations include, ISO45001, ISO 14001 and ISO 9001:2015. We are current recipients of a Queen’s Award for Enterprise Promoting Opportunity and Investors in Young People Platinum award. Both these accolades recognise our focus on investing in and growing a skilled staff base.

As a City Building employee, you’ll enjoy a competitive salary, excellent annual leave, and access to the Strathclyde Pension Fund. You will also benefit from wellbeing initiatives and discounted gym membership, supporting a positive and healthy work‑life balance.

About the Role

The Contact Centre Lead is an integral member of the Contact Centre.

This role involves leading and supporting a team of call advisors, with responsibility for overseeing call handling and raising repairs in our Servitor system for all Housing Association clients, GCC departments, other ALEOs, and stair and back-court lighting repairs and enquiries.

As the Contact Centre Lead, you will liaise with frontline repair operatives to manage no-access visits and will accurately record these details onto the Servitor system. You will effectively communicate with tenants and Housing Associations to ensure repairs are re-scheduled at a time suitable for the customer and the nature of the repair.

You will be responsible for effectively diagnosing and categorising customer issues or emergencies and managing or escalating customer complaints as required.

This position will require you to efficiently manage and monitor the Contact Centre Inbox, liaising with relevant teams and divisions across the organisation as appropriate.

What You Will Bring

The successful candidate will be an experienced Call Handler Operative with excellent interpersonal skills and the ability to communicate effectively with customers and colleagues.

You will demonstrate a customer-focused approach, providing empathetic and calm assistance during high-pressure scenarios, ensuring a positive and supported customer experience.

You will have knowledge of the repairs service and the systems in use, with a focus on achieving agreed service delivery targets.

A strong attention to detail is important to ensure all repairs and maintenance details are accurately recorded.

Please refer to the Role Profile for further details on the role.

How to Apply

If you feel you have the necessary skills and experience for this role then please forward a CV and completed supporting statement to the HR Team, Recruitment@citybuildingglasgow.co.uk by Midnight on Sunday 17th May 2026.