Senior Customer Experience & Hub Lead

Cobalt Housing Limited; England; Vor Ort; GBP 32.000 - 40.000; Vollzeit

Benefits dieser Stelle

Occupational sick pay

Healthcare scheme via Medicash

Enhanced maternity/paternity leave

Gym allowance

Cycle to work

Childcare allowance

Training/development opportunities

Staff wellbeing programme

Dependants leave

Zusammenfassung

Cobalt Housing Limited in England is seeking a Senior Customer Business Hub Officer to lead the administration, contact centre and reception services. You will work with the Customer Business Hub Manager to deliver a first-time resolution approach and direct customers to specialist support when needed.

This role includes direct line management of the team, overseeing transactional and administrative tasks, and partnering with service leads to ensure efficient, consistent and customer-focused

Qualifikationen

• Experience supervising or line-managing customer service or administrative teams in a fast-paced environment.
• 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

Aufgaben

• Oversee delivery of all transactional and administrative tasks across the customer directorate.
• Promote a ‘first time resolution’ approach and ensure customers are directed to specialist support when needed.
• Direct line management of the team and cover reception/administration when required.
• Collaborate with service leads across Cobalt to deliver a coordinated, proactive high-quality service.

Kenntnisse

Team supervision

Customer service operations

CRM systems

Communication

Problem solving

Driving licence

Jobbeschreibung

Cobalt Housing Limited in England is seeking a Senior Customer Business Hub Officer to lead the administration, contact centre and reception services. You will work with the Customer Business Hub Manager to deliver a first-time resolution approach and direct customers to specialist support when needed.

This role includes direct line management of the team, overseeing transactional and administrative tasks, and partnering with service leads to ensure efficient, consistent and customer-focused