Customer Service Advisor

Manchester City Council; Manchester; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Generous holiday 26 days

UK Pension scheme

Enhanced parental leave

MCR+ discounts

Learning and development

Fair employment charter

Volunteer leave

Job summary

Manchester City Council is seeking a Customer Service Centre Advisor to join the Housing Operations team. You will be the first point of contact for residents, delivering high-quality telephone, digital and in-person support on housing enquiries including rehousing, rent accounts and repairs.

You will work within a team of over 25 advisors, supporting reception services, carrying out admin tasks, and contributing to customer surveys.

Qualifications

• Experience delivering customer-facing services, particularly by telephone.
• Clear communication in writing and speaking.
• Good IT and keyboard skills.
• Ability to manage competing priorities and solve problems.
• Work well in a team and build positive relationships.
• Commitment to excellent customer service.

Responsibilities

• Provide high-quality telephone, digital and face-to-face service to customers.
• Handle housing enquiries including rehousing, rent accounts and repairs.
• Support reception services and undertake administrative tasks.
• Carry out customer surveys and make outbound calls when required.
• Collaborate with colleagues and partner services to achieve best outcomes.
• Deliver service with care in challenging or sensitive situations.

Skills

Customer service

Telephone support

IT skills

Teamwork

Communication

Job description

• Working Hours: 35 Hours Per Week
• Contract Type: 3 xFull-Time, Permanent
• Closing Date: 20 August 2026
• Closing time: 11.59pm
• Interview Method: Face to Face
• Legal Right to Work: In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement ofemployment
• Use of Artificial Intelligence (AI): Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action
• This role is subject to -
• 2 References - where possible we require 3 years' history.

We are looking for people who:

• Have experience of delivering customer-facing services, particularly by telephone.
• Can communicate clearly, confidently and professionally, both verbally and in writing.
• Have good IT and keyboard skills.
• Can manage competing priorities and solve problems effectively.
• Work well as part of a team and build positive relationships with colleagues and customers.
• Are committed to continuous improvement and excellent customer service.

Application Requirements

As part of your application, you must submit a personal statement of between 750 and 1,000 words. Your statement should demonstrate:

1. How you meet the Our Manchester Behaviours
2. Your general skills and experience, including communication, planning and organising, problem solving, decision making and customer service.

You must also include your postcode within your application and an anonymised CV

Please note that applications from candidates who have previously been unsuccessful at interview for this role may not be shortlisted unless there is evidence of significant additional relevant experience, skills, or qualifications gained since their last application.

Are you passionate about delivering excellent customer service and making a real difference to the people of Manchester? We are looking for a Customer Service Centre Advisor to join our busy and supportive Housing Operations team.

As the first point of contact for customers, you will provide a high-quality telephone, digital and face-to-face service, helping residents with a range of housing enquiries including rehousing, rent accounts and repairs. You will handle customer requests, provide accurate advice and information, resolve queries, and work closely with colleagues and partner services to ensure the best outcomes for customers.

Working within a team of over 25 advisors, you will also support reception services, undertake administrative tasks, carry out customer surveys and make outbound calls where required. The role requires excellent communication skills, sound judgement, attention to detail and a commitment to delivering outstanding customer care, including supporting customers in challenging or sensitive situations.

We’re the local council for one of the UK’s most vibrant and diverse cities.

Working for Manchester isn’t just a job – it’s an opportunity to contribute to a city that leads change and transforms lives. Whether it’s strengthening communities or driving innovation in public services, you’ll play a vital role in creating opportunities and shaping a brighter future for everyone.

Our Manchester is our vision for a fairer, greener, and healthier city – a vision shaped by the people of Manchester. It guides everything we do at the Council and is brought to life through the Our Manchester behaviours:

• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We ‘own it’ and we’re not afraid to try new things
• We’re proud and passionate about Manchester

Benefits we offer

• Generous holiday allowance- Enjoy up to 26 days annual leave per year plus bank holidays. Increasing to 31 days after five years of local government service. Want more leave? You can purchase up to two additional weeks during our annual leave purchase period.
• A buzzing pension- You’ll be enrolled in the UK’s largest local government pension scheme, with plenty of options to top up your benefits. Includes life cover of three-times your salary as a lump sum.
• Enhanced parental and carers leave- Take advantage of our enhanced family leave options, designed to provide ample time for you to bond with your new born or support your family during critical life events.
• Brilliant perks- Access a range of discounts, from saving on the weekly shop to holidays and days out with MCR+. Plus discounts on phone contracts, cycle to work scheme, free flu jabs and eye tests, and more.
• Learn and grow- We are dedicated to nurturing talent and providing you with the tools to thrive. Take part in a diverse set of learning opportunities, from workshops and training sessions through to apprenticeships and qualifications. All this begins with our comprehensive onboarding process.
• A Good Employment Charter member- W we are committed to offering secure, flexible work and embedding fairness into everything we do. We review pay annually, recognize three trade unions, and are constantly working to offer the best possible health and wellbeing support throughout all stages of your working life.
• Up to 3 days volunteering leave- Give back to the community with three days pro-rate of paid volunteering leave, in addition to existing benefits.

Creating an Inclusive Team at Manchester City Council

At Manchester City Council, we’re dedicated to creating a workplace that truly reflects the diversity of the communities we serve. We actively welcome applications from people of all ages and backgrounds, particularly from Black, Asian, and Minority Ethnic communities, Disabled people and young people.

Support During the Process

• Interview Adjustments: Let us know if you need any adjustments to demonstrate your suitability during the interview.
• Accessible Formats: Our ReciteMe tool can be accessed through the "Accessibility tools" button at the top of our careers page. This tool offers features like text-to-speech, translation into multiple languages, and adjustable text size and colour to make our site more accessible for everyone.

Guaranteed Assessment Scheme

We guarantee assessments for applicants who meet the recruiting panels minimum shortlisting requirements for the role and identify with at least one of the criteria below:

• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care.
• If you consider yourself to be disabled or if you have a long-term condition
• Have you completed the GM Elevate (Leadership Development) Programme or any MCC positive action programmes?

When You Join Us

We’re a Disability Confident Employer, offering:

• A workplace adjustment hub which provides specialist support, advice and guidance to ensure you have the adjustments needed to thrive at work.
• Disabled Staff Network, Neurodiversity Staff Network and Mental Health Staff Network that provides a safe inclusive space to share experiences and opportunities to influence council practice.
• A strong commitment to ensuring all information adheres to accessibility standards and that our workplaces are accessible and disability-friendly.

For more information about the role or any adjustments, email [e-mail].

What we will need from you if you're successful

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement ofemployment.This is not arole we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

Pre-Employment Checks

If you are successful in securing a position with us, the pre-employment checks required will depend on the role you’ve applied for, see the top of the advert for details.

These checks are an important part of our commitment to ensuring the safety and security of our workforce and the community we serve.

Other relevant information

We want everyone to be able to be themselves at work and give their best. If you need additional support to undertake the duties of the role, we’ll make every effort to source any necessary aids, adaptations or equipment. If, however, any task proves to be unachievable, we will look at redesigning parts of the role.

For more information about the role, please ensure that you read the role profile attached.

Use of Artificial Intelligence (AI) Artificial Intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action.

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