Customer Hub Team Leader – Agile, Growth & Impact

One Manchester; Manchester; Vor Ort; GBP 43.000 - 52.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Contact Centre management

Customer service

Data analysis

Performance management

Stakeholder management

People development

Coaching

Organisation

Communication

Jobbeschreibung

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.