Property Services Advisor

TipTopJob; Lancashire; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Golden Lane Housing is seeking a Property Services Advisor in Manchester, offering hybrid working and a permanent full-time role. The position involves triaging repair requests, maintaining repairs data, and coordinating with tenants, contractors, and surveyors to ensure timely, well-documented repairs.

The role requires strong customer service, understanding of social housing repairs, and attention to safety and regulatory standards.

Qualifications

• Experience in customer service, housing, property repairs, facilities, or contact centre environments.
• Understanding of social housing repairs and common issues such as damp/mould, heating loss, and responsive repairs.
• Awareness of statutory responsibilities relating to property safety and compliance timelines.
• Experience handling and triaging customer enquiries professionally and calmly.
• Knowledge of data entry standards, record keeping, and regulatory reporting.

Responsibilities

• Provide first level assessment on repair requests and categorise per GLH priorities and response times.
• Identify and escalate high-risk or safety-critical issues to Surveyors and the Repairs Strategy and Cost Manager.
• Maintain accurate repairs data including costs, job codes, and contractor information.
• Supply reliable data for repairs dashboards, KPIs, and regulatory reporting frameworks.
• Liaise between tenants and contractors to ensure timely repairs and access.
• Monitor appointment progress and escalate delays or service failures as needed.
• Capture dissatisfaction and contribute to initiatives to reduce repeat repairs and improve first-time fix rate.

Skills

Customer service

Housing knowledge

Data entry

Regulatory awareness

Communication

IT proficiency

Tools

CRM platforms

Microsoft Office

Repairs management systems

Job description

Location: Manchester (Office based with Hybrid working)

Salary : A GBP 29,197.35 per annum

Vacancy Type: Permanent, Full Time (35 hours per week)

Closing Date: 28 th of August 2026

The Property Services Advisor plays a critical frontline role in supporting Golden Lane Housings compliance with statutory responsibilities (including Awaabs Law), improving the efficiency of repairs delivery, and strengthening tenant experience. The position acts as the operational anchor between tenants, contractors, property surveyors, and the Repairs Strategy and Cost Manager, ensuring that repairs are accurately triaged, wellAEUR'managed, and appropriately documented to support governance and regulatory assurance.

The role is essential to delivering a highAEUR'performing, tenantAEUR'centred repairs service, supporting strong assurance for the Board and demonstrating compliance with the Regulator of Social Housings consumer standards.

Job Responsibilities

• Property Service Advisors will provide the first level of assessment on all repair requests, ensuring accurate categorisation aligned to GLH priorities and legal response times (e.g., damp/mould, heating loss, structural issues).
• Identify and accelerate highAEUR'risk or safetyAEUR'critical issues promptly to Surveyors and the Repairs Strategy and Cost Manager.
• Maintain highAEUR'quality repairs data, ensuring all job coding, costs, contractor entries, and hazard information are correct at source.
• Supply reliable data to support repairs dashboards, KPIs, and regulatory reporting frameworks.
• Act as a direct liaison between tenants and contractors, ensuring that repairs progress efficiently and access is secured.
• Monitor appointment success, delays, and potential service failures, escalating performance concerns as needed.
• Capture and elevate dissatisfaction, learning from complaints, and contribute to initiatives that reduce repeat repairs and enhance firstAEUR'timeAEUR'fix performance.
• Support consistent communication aligned to GLHs customer promise.
• Offer administrative support to the Property Surveyors, ensuring that the program of planned works is effectively communicated to tenants.
• Ensure all repair records meet internal audit expectations and regulatory standards.
• Escalate emerging risks relating to safety, compliance, or service timeliness.

Experience And Qualifications

• Experience working in a customer service, housing, property repairs, facilities, or contactAEUR'centre environment
• Understanding of social housing repairs, including common issues such as damp/mould, heating loss, and responsive repairs.
• Awareness of statutory responsibilities relating to property safety (e.g., Awaabs Law, compliance timeframes, hazard identification).
• Experience of handling and triaging customer enquiries in a professional, calm, and solutionsAEUR'focused manner.
• Knowledge of data entry standards, record keeping, and the importance of accurate information for regulatory reporting.
• Strong ability to assess and prioritise repairs based on risk, urgency, and legal requirements.
• Excellent communication skills with the ability to engage confidently with tenants, contractors, and internal teams.
• High levels of accuracy and attention to detail when recording repairs, costs, job codes, and contractor information.
• Ability to work to deadlines, manage competing demands, and elevate risks quickly when required.
• Strong customerAEUR'service ethos, demonstrating empathy, professionalism, and accountability.
• Competent IT user, able to work confidently with repairs management systems, CRM platforms, and Microsoft Office.
• Commitment to delivering a highAEUR'quality, tenantAEUR'centred service.
• Ability to work collaboratively and support the wider property services team.
• Commitment to improving repairs performance, preventing repeat issues, and supporting service improvements.
• A proactive approac