Customer Hub Advisor

One Manchester; Manchester; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

27 days annual leave

30 days after 3 years of service

UK bank holidays

Pension scheme with 11.4% employerF

Medicash healthcare plan

Employee Assistance Programme

Perkbox benefits platform

Cycle to Work scheme

Manchester Credit Union access

Job summary

One Manchester is hiring a Customer Hub Advisor in Manchester. You will be the first point of contact, delivering a responsive, professional service across multiple channels and resolving enquiries at first contact where possible.

You’ll support customers with repairs, tenancy matters and general housing services, working with colleagues to resolve issues efficiently and improve customer experience. This role requires rota-based shifts including evenings and Saturdays.

Qualifications

• Excellent verbal and written skills across a broad range of audiences including managers, colleagues, and customers.
• Ability to remain calm under pressure operating with empathy, understanding and diplomacy.
• Ability to work effectively as a part of a team.
• Ability to adapt your style to meet the needs of the individual, particularly for sensitive situations and people with specific needs or vulnerabilities.
• Ensure safeguarding issues are identified and escalated appropriately.
• Demonstrate the One Manchester values in everything you do, always maintaining a positive can-do attitude.
• Be able to respond to customers differing needs, always taking into consideration equality, diversity and inclusion, tailoring services when appropriate.
• Effectively and sensitively manage social media enquiries to maintain the positive reputation of One Manchester.
• At least 12 months experience in a customer services environment.

Responsibilities

• Deliver exceptional customer service across a variety of communication channels.
• Resolve customer enquiries at the first point of contact wherever possible.
• Diagnose repairs and arrange appointments in line with service standards.
• Manage customer complaints professionally and with a proactive "put it right" approach.
• Accurately update and maintain customer records and information.
• Support a range of operational activities to ensure smooth service delivery.
• Work collaboratively with colleagues across the organisation to improve customer outcomes and experiences.
• Contribute to projects and initiatives that support continuous service improvement.
• Work flexibly to meet the needs of the service, including evening and Saturday shifts.

Skills

Customer service

Communication

Teamwork

Empathy

Adaptability

Safeguarding

Job description

Job title: Customer Hub Advisor
Contract: Permanent

Salary: £28,539.81
Hours: 35 hours per week, full time. You will be required to work a rota-based shift during service operating hours, this will include evening work up until 8pm and Saturdays

Location: Manchester - agile
Closing date: 4 November 2026

About us

At One Manchester, we're building places people are proud to call home. We own and manage over 12,000 homes across central, south and east Manchester, but we're more than just a landlord. We provide services, support and opportunities that help people and communities thrive.

Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city. We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day.

We're continuing to evolve and improve how we work, making this an exciting time to join One Manchester. As we deliver the ambitions set out in our Corporate Plan, we're looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive.

We're proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day. We're looking for people who share our values, care about customers and enjoy working collaboratively to improve services and communities.

About the Role

As a Customer Hub Advisor, you'll be the first point of contact for our customers, providing a responsive, professional and customer-focused service across a range of channels. You'll play a vital role in helping customers access our services, resolving enquiries at the first point of contact wherever possible, and ensuring every interaction delivers a positive experience.

Working within our Customer Hub, you'll support customers with a wide range of enquiries, including repairs, tenancy matters and general housing services. You'll work closely with colleagues across the organisation to ensure issues are resolved efficiently and customers receive the support they need.

This is a fast-paced and rewarding role where no two days are the same. You'll have the opportunity to make a real difference to our customers by providing support, guidance and solutions that help improve their experience with One Manchester.

What You'll Be Doing

• Deliver exceptional customer service across a variety of communication channels.
• Resolve customer enquiries at the first point of contact wherever possible.
• Diagnose repairs and arrange appointments in line with service standards.
• Manage customer complaints professionally and with a proactive "put it right" approach.
• Accurately update and maintain customer records and information.
• Support a range of operational activities to ensure smooth service delivery.
• Work collaboratively with colleagues across the organisation to improve customer outcomes and experiences.
• Contribute to projects and initiatives that support continuous service improvement.
• Work flexibly to meet the needs of the service, including evening and Saturday shifts.

What We're Looking For

• Excellent verbal and written skills across a broad range of audiences including managers, colleagues, and customers.
• Ability to remain calm under pressure operating with empathy, understanding and diplomacy.
• Ability to work effectively as a part of a team
• Ability to adapt your style to meet the needs of the individual, particularly for sensitive situations and people with specific needs or vulnerabilities.
• Ensure safeguarding issues are identified and escalated appropriately.
• Demonstrate the One Manchester values in everything you do, always maintaining a positive can-do attitude.
• Be able to respond to customers differing needs, always taking into consideration equality, diversity and inclusion, tailoring services when appropriate.
• Effectively and sensitively mange social media enquiries to maintain the positive reputation of One Manchester.
• At least 12 months experience in a customer services environment.

Why Join Us?

We knowthat great services start with great people. That’s why we’re committed to creating a workplace where colleagues feel supported, valued and able to grow. Alongside meaningful work and opportunities to develop, you’ll also benefit from:

• 27 days’ annual leave when you join us, rising to 30 days after three years’ service, plus UK bank holidays
• the option to buy or sell annual leave through our holiday scheme
• a genuine approach to agile and flexible working, dependent on the role
• an excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme
• supportive people policies that help you balance work and life
• Medicash healthcare cash plan membership, with Level 1 cover paid by us
• a 24/7 Employee Assistance Programme
• Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources
• a Cycle to Work scheme through Halfords
• access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance
• support to gain professional qualifications, with paid memberships fees for relevant professional bodies

Equality, Diversity and Inclusion

We’re committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves.

We welcome applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented.

We’re also committed to supporting flexible and agile working where possible. If you require flexibility or adjusted working arrangements (including part time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.