Customer Hub Advisor

Job title: Customer Hub Advisor
Contract: Permanent

Salary: £28,539.81
Hours: 35 hours per week, full time. You will be required to work a rota-based shift during service operating hours, this will include evening work up until 8pm and Saturdays

Location: Manchester - agile
Closing date: 4 November 2026

At One Manchester, we're building places people are proud to call home. We own and manage over 12,000 homes across central, south and east Manchester, but we're more than just a landlord. We provide services, support and opportunities that help people and communities thrive.

Everything we do is shaped by our HEART values, our customers and our commitment to creating positive change across our city. We believe safe, affordable homes are the foundation for better lives, and we work together to deliver services that make a meaningful impact every day.

We're continuing to evolve and improve how we work, making this an exciting time to join One Manchester. As we deliver the ambitions set out in our Corporate Plan, we're looking for people who share our values and want to help create inclusive, connected and sustainable places where people can thrive.

We're proud of our inclusive, customer-focused culture and the way our colleagues work together to make a difference every day. We're looking for people who share our values, care about customers and enjoy working collaboratively to improve services and communities.

As a Customer Hub Advisor, you'll be the first point of contact for our customers, providing a responsive, professional and customer-focused service across a range of channels. You'll play a vital role in helping customers access our services, resolving enquiries at the first point of contact wherever possible, and ensuring every interaction delivers a positive experience.

Working within our Customer Hub, you'll support customers with a wide range of enquiries, including repairs, tenancy matters and general housing services. You'll work closely with colleagues across the organisation to ensure issues are resolved efficiently and customers receive the support they need.

This is a fast-paced and rewarding role where no two days are the same. You'll have the opportunity to make a real difference to our customers by providing support, guidance and solutions that help improve their experience with One Manchester.

• Deliver exceptional customer service across a variety of communication channels.
• Resolve customer enquiries at the first point of contact wherever possible.
• Diagnose repairs and arrange appointments in line with service standards.
• Manage customer complaints professionally and with a proactive "put it right" approach.
• Accurately update and maintain customer records and information.
• Support a range of operational activities to ensure smooth service delivery.
• Work collaboratively with colleagues across the organisation to improve customer outcomes and experiences.
• Contribute to projects and initiatives that support continuous service improvement.
• Work flexibly to meet the needs of the service, including evening and Saturday shifts.

• Excellent verbal and written skills across a broad range of audiences including managers, colleagues, and customers.
• Ability to remain calm under pressure operating with empathy, understanding and diplomacy.
• Ability to work effectively as a part of a team
• Ability to adapt your style to meet the needs of the individual, particularly for sensitive situations and people with specific needs or vulnerabilities.
• Ensure safeguarding issues are identified and escalated appropriately.
• Demonstrate the One Manchester values in everything you do, always maintaining a positive can-do attitude.
• Be able to respond to customers…