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 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.
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.
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.
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Customer Hub Advisor employer: Southway Housing
Southway is an exceptional employer that prioritises community engagement and employee development, making it a rewarding place to work as a Customer Experience Manager. With a strong commitment to continuous improvement and a supportive work culture, employees benefit from a competitive salary, generous holiday allowance, and a robust pension scheme. The organisation's dedication to its REACH values fosters an inclusive environment where your contributions directly impact customer satisfaction and community well-being.
