Customer Service Advisor

Job title – Customer Service Advisor
Location – Manchester M15 
Contract – Temporary ongoing
Working hours – 35 hours per week (Rota-based hours)

We’re recruiting a Customer Advisor to join a busy Repairs Hub, supporting residents with day-to-day repairs enquiries and scheduling works in line with agreed timescales, including Awaab’s Law requirements.

You’ll be the first point of contact for customers, ensuring repairs are correctly diagnosed, prioritised, and resolved wherever possible at first contact. This is a fast-paced, resident-facing role requiring empathy, accuracy, and strong communication skills.

Key responsibilities

• Handle customer enquiries via phone, digital channels, and social media
• Diagnose repairs accurately and schedule works in line with service standards
• Support compliance with Awaab’s Law and other statutory repair requirements
• Manage sensitive and complex conversations with professionalism and empathy
• Work collaboratively within the Repairs Hub to deliver first-time resolutions
• Maintain accurate records and update systems in real time
• Support the organisation’s reputation through professional customer engagement

What We’re Looking For

• Minimum 12 months’ experience in a customer service or contact centre environment
• Strong verbal and written communication skills
• Ability to remain calm and effective under pressure
• Experience handling vulnerable customers or sensitive situations
• Confident using digital systems and managing multiple enquiries
• Comfortable working as part of a team in a fast-paced environment
• Experience dealing with repairs or housing-related enquiries desirable

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk