Repairs Hub Advisor X 2

Job title: Repairs Hub Advisor X2

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

About Us

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.

About the Role

As a Repairs Hub Advisor, you'll be the first point of contact for customers reporting repairs and maintenance issues. Working as part of a busy, customer-focused team, you'll help diagnose repair requests, schedule appointments, provide updates and ensure customers receive a high-quality service from first contact through to resolution.

You'll play an important role in delivering efficient repairs services, supporting our customers and helping us achieve positive outcomes for our communities.

What You'll Be Doing

- Providing a high-quality repairs service through telephone, email and digital customer contact channels

- Diagnosing repair requests and scheduling appointments to ensure customers receive the right service at the right time.

- Keeping customers updated on the progress of repairs and managing expectations throughout the customer journey.

- Taking ownership of enquiries and resolving issues at the first point of contact wherever possible.

- Handling complaints and challenging situations professionally, identifying solutions and delivering positive outcomes.

- Working collaboratively with operational teams, contractors and colleagues to ensure repairs are completed efficiently.

- Maintaining accurate records and ensuring customer information is handled appropriately.

- Supporting service improvements and contributing to team performance and customer satisfaction targets.

- Demonstrating One Manchester's HEART values in every interaction.

What We're Looking For

 We're looking for someone who:

- Excellent verbal and written skills across a broad range of audience 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 differing needs, always taking into consideration equality, diversity and inclusion, tailoring services when appropriate.

- Effectively and sensitively mange social media enquiries to maintain the positive reputation of One Manchester.

- At least 12 months experience in a customer services environment.

Why Join Us?

We know that great services start with great people. That's why we're committed to creating a workplace where colleagues feel supported, valued and able to grow. Alongside meaningful work and opportunities to develop, you'll also benefit from:

- 27 days' annual leave when you join us, rising to 30 days after three years' service, plus UK bank holidays

- the option to buy or sell annual leave through our holiday scheme

- a genuine approach to agile and flexible working, dependent on the role

- an excellent pension scheme with an 11.4% employer contribution through the Smart SHPS DC salary sacrifice scheme

- supportive people policies that help you balance work and life

- Medicash healthcare cash plan membership, with Level 1 cover paid by us

- a 24/7 Employee Assistance Programme

- Perkbox, our benefits platform giving you access to hundreds of discounts, benefits and wellbeing resources

- a Cycle to Work scheme through Halfords

- access to Manchester Credit Union for affordable financial support, including loans, savings accounts and money guidance

- support to gain professional qualifications, with paid membership fees for relevant professional bodies

Equality, Diversity and Inclusion

We're committed to creating a diverse and inclusive organisation where everyone feels valued, respected and able to be themselves.

We welcome 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.

As part of our commitment to improving representation, we operate the Rooney Rule and aim to interview at least one ethnically diverse candidate for all roles, and at least one female candidate for roles within our Trades and Facilities teams where women are currently underrepresented.

We're also committed to supporting flexible and agile working where possible. If you require flexibility or adjusted working arrangements (including part-time hours), we encourage you to speak to us as part of the recruitment process and we can let you know if it can be considered for this particular role.