Customer Hub Team Leader

One Manchester; Manchester; On-site; GBP 43,000 - 52,000; Full time

Benefits offered by this job

27 days annual leave

Holiday buy/sell

Agile and flexible working

Pension scheme 11.4% employer contrib.

Medicash healthcare

Employee Assistance Programme

Perkbox benefits platform

Cycle to Work

Manchester Credit Union

Support for professional bodies

Job summary

One Manchester is seeking a Customer Hub Team Leader to guide a team delivering excellent customer service across multiple channels. You will use data to drive improvements, plan resources, and coach colleagues to achieve high performance.

The role requires strong people and stakeholder management, with a focus on delivering right-first-time outcomes and outstanding customer experiences. This is a full-time, permanent position based in Manchester.

Qualifications

• Experience as a customer hub/single point of contact supervisor or manager.
• Ability to analyse performance data and present insights.
• Strong people management and coaching skills.
• Proven stakeholder management and presentation abilities.
• Excellent communication and organisation skills.

Responsibilities

• Lead and develop a team of Customer Hub Specialists to deliver an outstanding service.
• Monitor service performance and customer demand, ensuring KPIs are met.
• Use operational and customer data to identify trends and recommend improvements.
• Manage resources to balance workloads across channels.
• Coach and provide performance feedback to drive improvements.
• Support recruitment, onboarding and ongoing training for colleagues.
• Collaborate with other teams to enhance the customer journey.
• Identify opportunities to improve processes and drive efficiencies.
• Support risk management and business continuity during change.

Skills

Contact Centre management

Customer service

Data analysis

Performance management

Stakeholder management

People development

Coaching

Organisation

Communication

Job description

Job title: Customer Hub Team Leader

Contract: Permanent
Salary: £47,400.69
Hours: 35 hours per week, full time. You will be required to work shifts between 12.30pm and 8pm, Tuesday to Friday and 8am – 4pm on Saturday as required to meet the needs of the service. Working patterns may be subject to change in line with customer demand and service requirements.

Location: Manchester - agile
Closing date: 4 November 2026

About Us

At One Manchester, we're building places people are proud to call home. We own and manage over 12,000 homes across central, south and east Manchester, but we're more than just a landlord. We provide services, support and opportunities that help people and communities thrive.

Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city. We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day.

We're continuing to evolve and improve how we work, making this an exciting time to join One Manchester. As we deliver the ambitions set out in our Corporate Plan, we're looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive.

We're proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day. We're looking for people who share our values, care about customers and enjoy working collaboratively to improve services and communities.

About the Role

As a Customer Hub Team Leader, you'll lead and inspire a team of Customer Hub Specialists to deliver an outstanding customer experience across a range of contact channels. You'll ensure enquiries are resolved efficiently, customers receive a high-quality service and team performance meets agreed service standards and objectives.

Working in a fast-paced environment, you'll use performance insight, coaching and effective resource planning to drive continuous improvement, support colleague development and ensure customers receive the right support at the right time.

What You'll Be Doing

• Leading, motivating and developing a team of Customer Hu Specialists to deliver excellent customer service and achieve right-first-time outcomes.
• Monitoring service performance and customer demand, taking proactive action to ensure service levels and KPIs are achieved.
• Using operational and customer data to identify trends, produce performance reports an recommend service improvements.
• Managing team resources effectively to balance workloads and maintain service delivery across multiple contact channels.
• Creating a positive, high-performing culture through coaching, feedback, performance management and colleague development.
• Supporting recruitment, onboarding and ongoing training to ensure colleagues have the kills and knowledge needed to succeed.
• Working collaboratively with teams across the organisation to improve customer journey and reduce avoidable customer contact.
• Identifying opportunities to improve processes, drive efficiencies and enhance the customer experience.
• Managing risks, responding to operational challenges and helping to maintain business continuity during periods of change or disruption.

What We're Looking For

We're looking for someone who:

• Proven Contact Centre experience at manager/supervisor level
• A passion and drive to provide great customer service.
• Strong analytical skills, with experience of interpreting operational and customer data, identifying trends and presenting clear performance commentary and recommendations.
• A high level of motivational and management skills.
• Excellent people and performance management skills.
• Outcome and solution focused with ability to show initiative and propose solutions to issues identified.
• Effective stakeholder management and presentation skills. Ability to build relationships internally and externally
• Strong organisation skills with the ability to prioritise conflicting demands.
• Resilience and tenacity to see things through to conclusion.
• Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders
• A team player who can build effective working relationships with a range of stakeholders; confident to influence colleagues at every level of the organization
• Dedicated to understanding and meeting the expectations and requirements of customers.

Why Join Us?

We know that great services start with great people. That's why we're committed to creating a workplace where colleagues feel supported, valued and able to grow. Alongside meaningful work and opportunities to develop, you'll also benefit from:

• 27 days' annual leave when you join us, rising to 30 days after three years' service, plus UK bank holidays
• the option to buy or sell annual leave through our holiday scheme
• a genuine approach to agile and flexible working, dependent on the role
• an excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme
• supportive people policies that help you balance work and life
• Medicash healthcare cash plan membership, with Level 1 cover paid by us
• a 24/7 Employee Assistance Programme
• Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources
• a Cycle to Work scheme through Halfords
• access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance
• support to gain professional qualifications, with paid membership fees for relevant professional bodies

Equality, Diversity and Inclusion

We're committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves.

We welcome applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented.

We're also committed to supporting flexible and agile working where possible. If you require flexibility or adjusted working arrangements (including part‑time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.