Customer Hub Advisor

Southway Housing; Wythenshawe; On-site; GBP 23,000 - 29,000; Full time

Job summary

Southway Housing is seeking enthusiastic Hub Advisors to join the Customer Hub in Greater Manchester. You will handle a range of housing-related enquiries at first point of contact, providing guidance and support across three specialised teams: Repairs, Tenancy and Customer Experience.

The role includes a variety of administrative tasks linked to landlord services and efficient diary coordination. We value clear written and verbal communication, strong telephony skills and a proactive approach

Qualifications

• Experience in handling housing-related inquiries is preferred.
• Strong written and verbal communication and telephony skills.
• Ability to plan repairs and coordinate diaries is desirable.

Responsibilities

• Respond to inbound enquiries as the first point of contact for customers.
• Support three specialised teams: Repairs, Tenancy and Customer Experience.
• Carry out a range of administrative tasks related to landlord services and digital transactions.

Skills

Customer service

Telephone skills

Written communication

Verbal communication

Diary planning

Job description

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 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.

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.

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.