Contact Centre Specialist

Salary: £27,495

Location: Manchester - Agile

Full Time, FTC 6 months

35 hours per week

Closing Date: 21st April 2025

Support our communities. See the difference you can make in our city.

At One Manchester we are passionate about providing good quality homes, great services and real opportunities for customers and communities. We are more than just a landlord. We invest in new and existing homes, provide money advice and wellbeing, employment and training support and build strong partnerships to support inclusive growth.

You’ll deliver a brilliant customer experience to all customers by resolving issues at the first point of contact, and meet the expectations of our customers through interactions that are easy, friendly and demonstrate high levels of skills, knowledge and autonomy.

What we’re looking for:

• At least 12 months experience in a similar role within Customer Services.
• Able to demonstrate solid experience of successfully managing customer complaints through to resolution.
• Excellent verbal and written skills.
• Ability to remain calm under pressure operating with empathy, understanding and diplomacy.
• 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.
• Be able to respond to customers differing needs, always taking into consideration equality, diversity and inclusion, tailoring services when appropriate.
• Effectively and sensitively manage social media enquiries to maintain our positive reputation.

Why take up the challenge with One Manchester? This really is a great place to work. We’ve bags of potential and have huge opportunities waiting to be unlocked. Supportive and flexible, we’re rightly proud of our work and excited about the future. So, challenge yourself to be creative and ambitious and see the difference you can make in our great city.

If this sounds like you then apply today, we’d love to hear from you!

We own and manage over 12,000 homes in central, south and east Manchester. We have one purpose: to provide good quality homes, great services, and real opportunities for our customers and communities. Our role as a trusted Registered Provider of Social Housing goes well beyond putting people in safe and secure homes. That’s not to say it’s not one of our key priorities, it’s simply one of the many things we do to help our customers live happy and fulfilled lives. We put people at the heart of everything we do. We’re constantly evolving as a business to ensure we’re supporting our customers and communities. We focus on improving our communities by offering a range of services, including employment opportunities, building new developments, and ensuring our customers have safe homes to live in.

In accordance with the aims of our Equality and Diversity strategy and organisational commitment to address the employment of underrepresented groups, One Manchester is operating 'the Rooney Rule'. This means that we aim to interview at least one ethnically diverse candidate for all roles. We will also interview at least one female candidate for all our roles within our trades and facilities teams where we experience an under representation.

One Manchester strives for equality, diversity and inclusion in all that we do. We positively encourage applications for employment from eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We are transitioning to a culture where agile working will be a feature of many of our roles. We also try to support and promote a culture of flexible working where possible and practical. If you are interested in a role but require flexibility or part time hours please give us a call and we can let you know if this can be considered for a particular role.