Customer Experience Hub Manager

Customer Experience Hub Manager

Stockport

From £45,091 per annum

Permanent, Full Time (37 hours per week)

At Stockport Homes Group, we’re proud to place customers at the heart of everything we do. As we continue to transform how customers access services, we are creating a new Customer Experience Hub, a modern, multi-channel service centre that delivers high-quality, accessible, and responsive support every time.

We’re now looking for an inspirational Customer Experience Hub Manager to lead this exciting new service and drive a consistently excellent customer experience across all contact channels.

As Customer Experience Hub Manager, you'll lead and motivate a high-performing team delivering customer support through telephone, email, webchat, social media, and our customer portal. You will ensure that every interaction reflects our values, our commitment to inclusivity, and our ambition to get things right first time.

You will:

* Lead the day-to-day operations of the Customer Experience Hub to meet service standards and performance targets.

* Manage resources, workforce planning, and shift patterns to maintain high levels of service.

* Champion a “right-first-time” approach to resolving customer enquiries including repairs, housing, tenancy and account-related questions.

* Ensure services are accessible, empathetic, and inclusive for customers with diverse needs.

* Monitor and report on KPIs including call response, resolution rates and satisfaction.

* Lead quality assurance, coaching, and development for Customer Service Managers and their teams.

* Support recruitment, induction and ongoing skills development.

* Use customer insight, complaints learning and performance data to drive continuous improvement.

* Promote digital engagement and encourage take-up of self-service options.

* Ensure compliance with regulatory requirements including the Housing Ombudsman Code and GDPR.

* Work collaboratively with teams across the organisation to improve customer journeys and resolve complex cases.

* Represent the Customer Experience Hub in cross-organisational projects and service improvement initiatives.

This is a pivotal leadership role that will shape the future of customer access and experience at Stockport Homes.

We’re looking for someone who:

* Has strong experience leading customer contact or service centre operations, ideally in social housing or the public sector.

* Understands social housing regulation and best practice, including the Housing Ombudsman Code.

* Has experience with digital transformation—omni-channel platforms, CRM systems and customer insight tools.

* Can analyse complex service data to inform decisions and improvements.

* Brings excellent leadership, coaching and people-development skills.

* Works collaboratively across teams and with external partners.

* Is resilient, adaptable and confident leading teams through change.

* Shares our values and is passionate about delivering exceptional customer

* experiences.

The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values. We’re always looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.

This role will be on Stockport Homes Limited terms and conditions.

We understand that if you don't meet every requirement, you may be hesitant to apply but we still want to hear from you and encourage you to submit an application detailing your experiences, achievements, and the value you can bring to our team.

Please note that we do not accept applications through third-party websites. To ensure your application is reviewed, please apply directly through our careers page.

If you’re passionate about shaping customer-focused services and leading a team that makes a real difference to Stockport residents, we’d love to hear from you

We encourage you to apply early! We may close the vacancy sooner if we find the right candidate.

Closing Date: 8th February 2026

Interview Date: 20th February 2026