Customer Experience Hub Manager

Permanent Full Time (37 hours per week)

At Stockport Homes Groupwereproud to place customers at the heart ofeverything we do. As we continue to transform how customers access services weare creating a new Customer Experience Hub a modern multi-channel servicecentre that delivers high-quality accessible and responsive support every time.

Werenow looking for an inspirational Customer Experience Hub Manager to leadthis exciting new service and drive a consistently excellent customer experienceacross all contact channels.

As Customer Experience Hub Manageryoulllead and motivate ahigh-performingteam delivering customer support through telephone email webchat social mediaand our customer portal. You will ensure that every interaction reflects our valuesour 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 tomaintainhigh levelsof service.

• Champion a right-first-time approach to resolving customer enquiries including repairs housingtenancyand account-related questions.

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

• Monitor and report on KPIs including call response resolutionratesand satisfaction.

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

• Support recruitmentinductionand 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.

Werelooking 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 transformationomni-channel platforms CRMsystemsand customer insight tools.

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

• Brings excellent leadershipcoachingand people-development skills.

• Works collaboratively across teams and with external partners.

• Isresilientadaptableand 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 SHGs looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we workin.

This role will be onStockport Homes Limited terms and conditions.

We understand that if youdontmeet every requirement you may be hesitant to apply but westill want to hear from you and encourage you tosubmitan applicationdetailing your experiences achievements and the value you can bring to our team.

If you require any reasonable adjustments to complete your application please contact the People & OD Team on.

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.

Ifyourepassionate about shaping customer-focused services and leading a team that makes a real difference to Stockport residentswedlove 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

Stockport Homes is Stockports largest landlord and a management organisation which acts as landlord for both Stockport Councils social housing and our own property portfolio. But were more than just so-called rent collectors. Were an award-winning trailblazing public sector company that strives to transform lives by offering tenants advice and support on health and wellbeing finance youth engagement employment and education opportunities as well as help in the home.

At Stockport Homes we believe in being ambitious making a difference in our local communities and serving our customers with passion. We believe in approaching problems with innovation in respecting our partners colleagues and customers and in striving for excellence.

We are an equal opportunities employer and we positively encourage applications from suitably qualified and eligible candidates regardless of sex race disability age sexual orientation gender reassignment religion or belief marital status or pregnancy and maternity. 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 SHGs Values. We appreciate the strength we gain from having and supporting our diverse teams. Diversity contributes to our inclusive culture and allows us to be truly representative of the communities we work in.