Customer Hub Advisor

Southway Housing Trust; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Southway Housing Trust in Manchester is seeking a Customer Hub Advisor to be the first point of contact for housing-related inquiries. The role is office-based with training, offering a 35-hour week and a fixed-term 12-month contract, with agile working and three days in the office.

You will handle enquiries, provide guidance, support repairs coordination, and contribute to a high standard of customer service across tenancy and repairs teams.

Qualifications

• Good written, verbal communication & telephony skills.
• Customer-focused and willing to work flexibly in a changing environment.
• Experience of planning repairs and coordinating diaries is desirable.

Responsibilities

• Provide advice and guidance on housing related issues to customers.
• Handle inbound customer enquiries and resolve issues at first point of contact.
• Work within the three specialised teams: Repairs, Tenancy and Customer Experience.
• Carry out administrative tasks related to the delivery of core landlord services, including tenancy processing and arrears payment plans, repairs scheduling and diary coordination.

Skills

Customer service

Communication

Telephony

Job description

Customer Hub Advisor

Job description

Customer Hub Advisor

Location: Didsbury, Manchester
Salary: £29,158
Full Time / 35 hours per week / Fixed Term Contract / 12 Months
Currently between 08:00 and 17:30 Monday - Friday
Agile working with 3 Days per week in the Office
(Office Based throughout training period)

About Us

Southway owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive.

By 2030, it aims to grow to 10,000 homes and invest £5 million in its communities to help people to live well and independently.

Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty.

Customer Hub

The Customer Hub is the first point of contact for all inbound customer enquiries, the majority of which are dealt with at first point of contact by the team. Our Hub Advisors are trained to be able to offer advice and guidance on a range of housing related issues and the calls that we receive can often be challenging or complex in nature. We have three specialised teams within the Hub, Repairs, Tenancy and Customer Experience with each team specialising in a range of tasks.

Additionally, this team carry out a wide and varied range of administrative tasks related to the delivery of our core landlord services. These include specialist tasks such as:

• Tenancy: processing rehousing housing applications, setting up payment plans for arrears
• Repairs: Repairs Planning, and Scheduling, Repairs Admin Tasks.
• Customers: Dealing with digital transactions including social media, Complaints and MP and Councillor Enquiries.

We recognise that this is demanding role that extends beyond basic call handling and feel that the competitive salary reflects the complex nature of these positions.

Candidates

We are seeking enthusiastic and motivated individuals who can demonstrate a successful track record of customer service expertise. The post holder will be expected to have good written, verbal communication & telephony skills, be customer focused and willing to work flexibly in a changing environment. Experience of planning repairs and planning and coordinating diaries is desirable.

• Closing Date: Friday 29 October 2026
• Interviews: To be confirmed

Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.

The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.