Repairs Hub Advisor: Customer Care Lead (Flexible Hours)

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

Benefits offered by this job

27 days annual leave

Pension scheme

Medicash healthcare

Perkbox

Cycle to Work

Job summary

One Manchester is recruiting for Repairs Hub Advisor X2 in Manchester. You will be the first point of contact for customers reporting repairs, diagnosing requests, scheduling appointments and delivering timely updates to ensure high-quality service from first contact to resolution.

Working in a busy, customer-focused team, you will help deliver efficient repairs services, support customers and contribute to positive outcomes for the communities we serve.

Qualifications

• Minimum 12 months experience in a customer services environment.
• Strong verbal and written communication across diverse audiences.
• Demonstrate empathy, diplomacy and calm under pressure.
• Ability to work effectively in a team and adapt style to individuals.
• Safeguarding awareness and escalation where appropriate.
• Commitment to equality, diversity and inclusion in service delivery.

Responsibilities

• Provide high-quality repairs service via telephone, email and digital channels.
• Diagnose repair requests and schedule appointments.
• Keep customers updated on progress throughout the journey.
• Resolve enquiries at first contact where possible.
• Handle complaints professionally and identify solutions.
• Collaborate with operations, contractors and colleagues to complete repairs.
• Maintain accurate customer records and data security.
• Support service improvements and performance targets.
• Demonstrate HEART values in every interaction.

Skills

Customer service experience

Communication skills

Empathy and diplomacy

Teamwork

Safeguarding awareness

Equality & inclusion awareness

Job description

One Manchester is recruiting for Repairs Hub Advisor X2 in Manchester. You will be the first point of contact for customers reporting repairs, diagnosing requests, scheduling appointments and delivering timely updates to ensure high-quality service from first contact to resolution.

Working in a busy, customer-focused team, you will help deliver efficient repairs services, support customers and contribute to positive outcomes for the communities we serve.