At a Glance
- Tasks: Assist customers with housing inquiries and provide expert advice in a dynamic environment.
- Company: Join Southway Housing Trust, a community-focused housing association dedicated to thriving communities.
- Benefits: Enjoy a competitive salary, flexible working options, and a supportive team culture.
- Other info: Applications are reviewed on a rolling basis, so apply early!
- Why this job: Make a real impact in your community while developing valuable customer service skills.
- Qualifications: No specific experience required; just bring your enthusiasm and great communication skills!
The predicted salary is between 22700 - 29569 £ per year.
Customer Hub Advisor
Location: Didsbury, Manchester
Salary: £29,158
Full Time / 35 hours per week / Fixed Term Contract / 12 Months
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 owns over 6,500 homes in Greater Manchester and is a community-focused housing association with a vision to provide excellent customer service and quality homes, where communities thrive.
By 2030, it aims to grow to 10,000 homes and invest £5 million in its communities to help people to live well and independently.
Southway strives for continuous improvement led by customers, communities and colleagues. It is a member of the Greater Manchester Good Employment Charter and is guided by its REACH values of Respect, Equity, Ambition, Compassion and Honesty.
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 29 October 2026
- Interviews: To be confirmed
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 0161 448 4253 or email
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.
Customer Hub Advisor in Manchester employer: Southway Housing Trust
Southway Housing Trust is an exceptional employer that prioritises employee well-being and professional growth in the vibrant city of Manchester. With a strong commitment to enhancing customer experiences, we foster a collaborative work culture where your insights directly influence service improvements. Enjoy competitive benefits, including a contributory pension scheme and generous annual leave, while being part of a dedicated team focused on making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Hub Advisor in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Southway Housing Trust. 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 Southway Housing Trust 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 Customer Hub 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 Southway Housing Trust:Your cover letter is your chance to shine! Tell us why you want to work at Southway Housing Trust 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 Southway Housing Trust!
How to prepare for a job interview at Southway Housing Trust
✨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.
