At a Glance
- Tasks: Support tenants and contractors in delivering efficient property repairs and compliance.
- Company: Join Golden Lane Housing, a leader in social housing with a strong community focus.
- Benefits: Enjoy 27 days annual leave, a pension scheme, and paid volunteering days.
- Other info: Hybrid working options available, with opportunities for professional growth.
- Why this job: Make a real difference in tenant experiences while developing your career in property services.
- Qualifications: Customer service experience and understanding of housing repairs are essential.
Property Services Advisor Location: Manchester (Office based with Hybrid working) Salary: £29,197.35 per annum Vacancy Type: Permanent, Full Time (35 hours per week) Closing Date: 28th of August 2026 The Property Services Advisor plays a critical frontline role in supporting Golden Lane Housing’s compliance with statutory responsibilities (including Awaab’s 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 & Cost Manager, ensuring that repairs are accurately triaged, well‑managed, and appropriately documented to support governance and regulatory assurance. The role is essential to delivering a high‑performing, tenant‑centred repairs service, supporting strong assurance for the Board and demonstrating compliance with the Regulator of Social Housing’s 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 escalate high‑risk or safety‑critical issues promptly to Surveyors and the Repairs Strategy & Cost Manager. * Maintain high‑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 escalate dissatisfaction, learning from complaints, and contribute to initiatives that reduce repeat repairs and enhance first‑time‑fix performance. * Support consistent communication aligned to GLH’s 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 contact‑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., Awaab’s Law, compliance timeframes, hazard identification). * Experience of handling and triaging customer enquiries in a professional, calm, and solutions‑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 escalate risks quickly when required. * Strong customer‑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 high‑quality, tenant‑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 approach to identifying risks, service failures, and compliance concerns. Desirable - Experience working directly within a social housing organisation or regulated service environment. - Knowledge of the Regulator of Social Housing’s consumer standards. - Understanding of planned works processes and supporting property surveyors. - Experience working with contractors and monitoring contractor performance. - Training or certificates in housing, property management, compliance, or customer service. - Familiarity with repairs diagnostic tools or asset management systems. - Ability to analyse repairs data to identify trends or areas for improvement. - Experience contributing to service improvement initiatives or customer satisfaction work. - Understanding of audit requirements, governance processes, and risk management frameworks. Benefits * 27 days annual leave plus bank holidays (increases with service) * Contributory pension (5% employee / 5% employer) * Paid volunteering days (3 per year) * Day off for your birthday To Apply If you feel you are a suitable candidate and would like to work for Golden Lane Housing, please click apply to be redirected to our website to complete your application
Property Services Advisor in Manchester employer: Golden Lane Housing Limited
Golden Lane Housing is an exceptional employer located in Manchester, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With benefits such as 27 days of annual leave, a contributory pension scheme, and paid volunteering days, employees are encouraged to thrive both personally and professionally while making a meaningful impact in the community through their roles. The Property Services Advisor position not only provides a chance to engage directly with tenants and improve their living conditions but also fosters a collaborative environment where every team member's contribution is valued.
Contact Details:
Golden Lane Housing Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Property Services Advisor in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Golden Lane Housing Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Golden Lane Housing Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Property Services Advisor in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Golden Lane Housing Limited:Your cover letter is your chance to shine! Tell us why you want to work at Golden Lane Housing Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Golden Lane Housing Limited!
How to prepare for a job interview at Golden Lane Housing Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
