Senior Customer Hub Lead - First-Call Resolution & Ops

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

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.