Senior Customer Business Hub Officer

Job description

Senior Customer Business Hub Officer
Liverpool
£40,834.14 per annum
Permanent, Full Time 

Closing Date – 15th November

At Cobalt Housing, we are more than just a housing provider. We are committed to creating vibrant, sustainable communities where our customers can thrive. 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.

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.

What we’re looking for

• 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

Please review the full Recruitment Pack, available to download below.

Cobalt Benefits

• 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.

Reference 225783099