Customer Hub Advisor – Flexible Hours

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

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.