We’ve listened and learned from your feedback and recognise that the Service Centre needed to improve.  We’ve made a number of changes and have renamed the service too.  It is now called the Customer Connect Hub (CCH) which offers a new and improved system and service that will provide you with quicker and easier ways to get in touch.

So that you can get to know some of the Customer Connect Hub team better, we’re sharing their stories with you.

We met with Amanda from the team to find out more.

Tell us a little about yourself. My name is Amanda and I am a Customer Connect Training & Quality Assurance Specialist at ForHousing. I am 44 years old and live in Bolton. I have one adult child and two stepchildren aged 14 and 7. 

How did you become part of the Customer Connect Hub?  

I have worked in the hub for 11 years. I spent the first seven years as an advisor and went on to become a supervisor. 

After two secondments with Liberty, who do property maintenance, in 2019 I was offered the position of Operational Support Officer in the hub. 

In 2023 with the changes in the hub, my role now focuses on quality assessment and training. 

What’s the most rewarding part of the job? 

One of the most rewarding things about working in the Customer Connect Hub is seeing how team members so often go above and beyond to support our tenants and each other. I feel proud that our organisation is committed to helping tenants and the community. 

Does the role have its challenges? 

Yes, it’s always busy and every day is different – but I wouldn’t have it any other way. If we get an enquiry from a tenant that we aren’t sure of the answer to, we know a colleague in another team will be able to help. We’re all working toward the same goal of trying to get it right first time for every tenant. 

What do you love most about the Customer Connect Hub team?  

What I love most is the people. As an outgoing person, being part of the Customer Connect Hub really suits my personality. I always try to be friendly and approachable and both the folks in the Customer Connect Hub and other departments know that they can reach out to me for help anytime. And I know that I can ask for advice from someone in another team and they will help me with the same enthusiasm as I would help them.  

How has the team changed since it became the Customer Connect Hub? 

With the addition of more frontline staff, we’re able to answer calls from tenants more quickly and reduce waiting times. It’s great to see this starting to improve the customer experience. We are on track to achieve gold-standard levels of customer service which is fantastic. I can’t wait to see more improvements in our service and how it will benefit our tenants and help to deliver excellent tenant satisfaction, which is ForHousing’s ultimate goal..  

To find out more about the Customer Connect Hub, click here.