Customer Hub Manager

Customer Hub Manager Salary: £56,548 Location: Manchester - Agile Full Time, Permanent Closing Date: 5th August 2025 Interview/Assessment Centre: 14th August 2025 Support our communities. See the difference you can make in our city. At One Manchester we are passionate about providing good quality homes, great services and real opportunities for customers and communities. We are more than just a landlord. We invest in new and existing homes, provide money advice and wellbeing, employment and training support and build strong partnerships to support inclusive growth. We have an exciting position available for Customer Hub Manager to join us! You’ll lead the multi-disciplinary Customer Hub offering a best-in-class service committed to resolving issues at the first point of contact. Always looking to evolve customer experience, through effective operational delivery mechanisms that meet the practical and emotional needs of customers whilst driving efficiency and meeting regulatory expectations. We’re looking for those who can ensure that One Manchester consistently meets the expectations of customers, communities and consumer regulation through honest and transparent self-assessment and commitment to deliver services that our customers love. You’ll lead the Customer Hub, embedding a customer centric, right first-time and every contact counts approach to resource scheduling and alignment to the Repairs Hub/Customer Contact operating model. What we’re looking for: * Experience of leading high performing teams to deliver exceptional levels of performance in a dynamic and challenging environment. * Excellent knowledge and understanding of technology and telephony systems utilised within a contact centre environment. * Knowledge and understanding of strategy, complaints, regulatory frameworks and customer experience practices communications. * Significant experience of delivering high levels of quality services and customer satisfaction in a multi-channelled contact centre. * Good understanding of social housing sector and associated regulations. * Experience of utilising data to interpret capacity and demand to make informed decisions regarding workforce management. * Significant management experience within a contact centre environment. Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challenge yourself to be creative and ambitious and see the difference you can make in our great city. If this sounds like you then apply today, we’d love to hear from you! We own and manage over 12,000 homes in central, south and east Manchester. We have one purpose: to provide good quality homes, great services, and real opportunities for our customers and communities. Our role as a trusted Registered Provider of Social Housing goes well beyond putting people in safe and secure homes. That’s not to say it’s not one our key priorities, it’s simply one of the many things we do to help our customers live happy and fulfilled lives. We put people at the heart of everything we do. We’re constantly evolving as a business to ensure we’re supporting our customers and communities. We focus on improving our communities by offering a range of services, including employment opportunities, building new developments, and ensuring our customers have safe homes to live in. In accordance with the aims of our Equality and Diversity strategy and organisational commitment to address the employment of underrepresented groups, One Manchester is operating \'the Rooney Rule\'. This means that we aim to interview at least one ethnically diverse candidate for all roles. We will also interview at least one female candidate for all our roles within our trades and facilities teams where we experience an under representation. One Manchester strives for equality, diversity and inclusion in all that we do. We positively encourage 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. We are transitioning to a culture where agile working will be a feature of many of our roles. We also try to support and promote a culture of flexible working where possible and practical. If you are interested in a role but require flexibility or part time hours please give us a call and we can let you know if this can be considered for a particular role