Senior Customer Business Hub Officer

Cobalt Housing; West Kirby; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Occupational sick pay

Paid healthcare scheme via Medicash

Enhanced maternity/paternity leave

Gym allowance (up to £20 per month)

Cycle to work scheme

Childcare allowance (£75 per child of幼

Training/development opportunities

Staff wellbeing programme

Up to five days dependants leave per年

Job summary

Cobalt Housing is seeking a Senior Customer Business Hub Officer to ensure smooth operation of administration, contact centre and reception services. You will lead the Customer Business Hub team, drive first-time resolution, and coordinate with service leads to deliver consistent, customer-focused support.

The role requires strong people leadership, CRM experience and the ability to manage multiple priorities.

Qualifications

• Experience supervising or line-managing customer service or administrative teams in a fast-paced environment.
• Knowledge of contact centre operations and first contact resolution.
• Ability to lead teams delivering high-quality, customer-focused service.
• Strong communication, problem-solving and decision-making skills for complex enquiries.
• Experience using CRM systems to manage workloads and track tasks.
• Ability to analyse performance data and identify service improvements.
• Strong organisational skills to manage multiple priorities and deadlines.
• Full UK Driving Licence.

Responsibilities

• Supervise and line-manage the Customer Business Hub team.
• Manage admin tasks and handle calls when required.
• Oversee transactional and administrative tasks across the directorate.
• Promote first-time resolution and direct customers to specialist support.
• Collaborate with service leads to provide coordinated customer service.

Skills

Team supervision

Contact centre ops

Team leadership

Communication

CRM systems

Data analysis

Multitasking

Driving licence

Job description

We’re seeking a Senior Customer Business Hub Officer to play a pivotal role in ensuring the smooth and effective operation of Cobalt's administration, contact centre (inbound and outbound) and reception services. Working closely with the Customer Business Hub Manager, you will help deliver an excellent customer experience by promoting a 'first time resolution' approach and ensuring customers are directed to specialist support when needed. This role is responsible for direct line management of the team and carrying out admin tasks and answering calls when required. You will oversee the delivery of all transactional and administrative tasks across the customer directorate, ensuring processes are efficient, consistent, and customer-focused. As a key link between frontline services and wider organisational teams, you will help embed a culture of a professional and proactive high-quality service. You will work collaboratively with service leads across Cobalt to ensure a coordinated, proactive approach to providing excellent service to our customers.

• Experience supervising or line-managing customer service or administrative teams in a fast-paced environment.
• Good knowledge of contact centre operations, customer service standards and first contact resolution.
• Ability to lead teams in delivering high-quality, customer-focused service.
• Strong communication, problem-solving and decision-making skills, including handling complex enquiries.
• Experience using CRM systems to manage workloads, monitor performance and track tasks.
• Ability to analyse performance data, produce reports and identify service improvements.
• Strong organisational skills, with the ability to manage multiple priorities and deadlines
• Full UK Driving Licence At Cobalt Housing, we are more than just a housing provider. We believe in continuous improvement, collaboration and delivering excellent services that make a real difference to people's homes and communities.

Now is a really exciting time to join Cobalt Housing, as we build upon the success of significant organisational transformation.

• Occupational sick pay
• Paid healthcare scheme via Medicash
• Enhanced maternity/paternity leave
• Gym allowance (up to £20 per month)
• Cycle to work scheme
• Childcare allowance (£75 per child of preschool age)
• Training/development opportunities
• Staff wellbeing programme
• Up to five days dependants leave per year

Our purpose Everyone deserves somewhere to call home, a place to make their own, feel safe and secure, and set down firm foundations. The right home will help people to live well, realise their potential and achieve the things that are important to them. Our mission By providing quality places to live, and support to those who need it, we play our part in developing thriving communities where people are proud to live and can be their best. £40,834.14 per annum