Customer Hub Advisor
Location: Didsbury, Manchester
Salary: £26,250
Starting salary: £26,250 (pro rata for part-time roles)
Both full and part-time opportunities are available
12-month fixed-term.
About Us
Southway Housing Trust is a community-based housing organisation committed to providing high-quality services to the people and neighbourhoods that we work in. Based in Didsbury, the trust is responsible for approximately 6,000 homes across South Manchester. An exciting opportunity has arisen in our busy Customer Hub.
We are inspired by our communities. We care about the people and neighbourhoods; we are committed to constantly improving services and working in partnership with our tenants so that we can be successful together.
Customer Hub
Our Customer Hub is the first point of contact for all inbound customer enquiries, the majority of which are dealt with at the 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. You will be a part of one of the three teams within the Customer Hub which are Repairs, Tenancy and Customer Experience. Each team specialises in several tasks related to the delivery of our core landlord services which includes processing rehousing applications, repairs planning and social media, complaints and delivering a face-to-face service for our customers.
We recognise that this is a 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 passionate and motivated people who can demonstrate a successful track record of delivering outstanding customer service. We are a multi-channel contact centre handling a range of enquiries so the post holders will be expected to have excellent written and verbal communication skills along with experience of dealing with customers over the phone, in person, via email and using social media. We are looking for proactive customer-focused peers who are resilient and able to work flexibly in a changing environment. The role is fast-paced and varied; you can be sure that no two days will be the same.
We operate a hybrid working model where once you are fully trained you can work from home for up to 40% of your working time (2 days for full time staff). We provide the necessary IT equipment for the role.
Timescales
- Closing Date: Wednesday 18 September
- Telephone Interviews: Monday 23 & Tuesday 24 September
* Assessment Centre/Interview: Friday 27 September 9.30am - 2.30pm (In person)
- Expected Start Date: October 2024
If successful from your telephone screening you must be available for the assessment centre on Friday 27 September, we will not have any alternative dates.
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 or from a BAME background or are ex armed forces, please tell us about this on your application form. 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.