Hub Manager

The Role

The Support Hub Manager leads and develops the Support Hub; setting the vision, strategy and day to day approach for how we support students, property teams and central colleagues. The role oversees specialist teams responsible for customer queries, booking activity, sales leads, operational issues and internal support, making sure the Support Hub gives clear, accurate and timely support across all channels.

A core part of the role is driving the performance, operational success and commercial impact of the Customer & Accounts Team, Sales Team and Internal Support Team. This includes lead conversion, booking completion, acquisition and retention activity, aftercare and activity linked to revenue and occupancy. The role makes sure every interaction with a prospective or current customer counts, strengthens the customer experience and reduces avoidable contact.

The Support Hub Manager works closely with the Group Operations Support Manager, Operations Transformation, IT Infrastructure and wider support functions to shape how the Hub operates and how channels develop. The role also support Supervisors to grow as subject matter experts who lead on procedures, relationships and team capability. It is part of on on-call rota and includes periodic overnight shifts to stay connected to the night team.

• Lead and support the Support Hub Supervisors and Advisors; help them grow as experts in their area
• Set clear goals and expectations for all teams, including commercial and performance targets
• Build capability through coaching, My Impact sessions and regular team huddles
• Manage performance, attendance and behaviour in line with our standards
• Keep engagement high across all shift patterns (including nights)
• Take part in the on-call rota and planned overnight shifts

• Oversee the daily running of the Support Hub, keeping service consistent across all channels
• Manage rotas, scheduling and resource planning
• Make sure service levels stay on track for calls, casework, webchat, reviews, social media and internal incidents
• Support incident response and handle complex escalations when needed
• Run regular team meetings and keep the Support Hub visible across Unite Students

• Oversee customer queries and admin tasks, including complaints and escalations
• Make sure work linked to payments or debt is completed to the right standard
• Look at themes from complaints and feedback and work on ways to reduce repeat issues

• Drive the commercial performance of the Customer & Accounts Team, Sales Team and Internal Support Team
• Oversee lead handling, enquiry management and conversion activity
• Make sure teams understand and deliver their impact on revenue, income, occupancy and retention
• Support all activity linked to acquisitions, retention, campaigns and offers
• Ensure booking completion, aftercare and follow-up processes are carried out to a high standard
• Work closely with field teams to make every interaction with prospective customers count

• Oversee activity linked to bookings, changes, cancellations and general pre-arrival support
• Support work linked to demand, retention and other commercially focussed tasks
• Monitor performance and make sure teams understand their impact on income and occupancy

• Oversee responses to incidents, welfare concerns, facilities issue and audit tasks
• Make sure procedural queries from property teams are answered quickly and clearly
• Support the night team and make sure all overnight tasks are completed to standard
• Use data from operational tasks to spot trends and share useful insight with central teams

• Make sure all teams follow processes consistently
• Work with Operations Support Leads and other central colleagues to improve guidance and workflows
• Keep Support Hub knowledge, training materials and tools up to date and easy to use
• Use customer feedback, service data and team insight to improve how the Support Hub works
• Support process changes and make sure teams are ready to deliver them well

• Work with the Group Operations Support Manager and others to develop the Support Hub strategy and long-term roadmap
• Show the value of the Support Hub through improved efficiency, better customer outcomes and clear commercial benefit
• Provide regular insight on performance, trends and risks
• Support operational communication to Support Hub teams and regional operations
• Act as an escalation point for complex situations or issues affecting the Support Hub

• Work with Operations Support, Operations Transformation and IT Infrastructure to plan future channel strategy
• Make sure the Support Hub gets the best from current platforms and is ready for future developments
• Use system data to improve efficiency, reduce avoidable contact and support better customer journeys

Help shape tools and…