Customer Hub Advisors
Location: Didsbury, Manchester
Salary: £27,000 to £29,569 per annum (Starting salary £27,000)
1 x Fixed Term Contact (12 months) available
2 x Permanent contracts available
Full Time / 35 hours per week
Currently between 08:00 and 17:30 Monday - Friday
Agile working with 3 Days per week in the Office
(Office Based throughout training period)
About Us
Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester.
Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations.
Customer Hub
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 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.
Candidates
-
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.
-
Closing Date: Friday 16 January 2026
-
Telephone Interviews: Wednesday 21 January 2026
-
Interviews: Monday 26 January 2026 and Tuesday 27 January 2026
-
Expected Start Date: February 2026
Applications are being reviewed as they are received, and interviews will be arranged for successful candidates in date order.
The Trust reserves the right to remove the job advert once vacant positions have been recruited, please do not wait until the closing date to apply.
For an informal discussion, please contact Tricia Woollam, Customer Hub Manager, on (phone number removed)
Strictly no agencies.
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.
All applicants who have a disability or are from an Ethnic Minority background or ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.
We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community.
All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview
