Southway Housing Trust

Customer Experience Specialist Location: Hybrid and Didsbury, Manchester Salary Band: 34,081 - 37,467 Starting Salary 34,081 Full time / 35 hours per week - Permanent Agile working with 3 Days per week in the Office in Didsbury, Manchester (Fully office-based throughout the training period) About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations. The Role You will be joining the team at an exciting time as we continue to develop our customer feedback service. In this key role you will act as a brand ambassador for our organisation working closely with residents, colleagues and stakeholders to deliver an effective and inclusive complaint handling service for all our customers. You will triage feedback and work collaboratively with operational teams to provide a timely resolution whilst identifying themes and opportunities to improve service delivery. You will manage a personal caseload of complaints ensuring compliance in line with Complaint Handling Code requirements. Candidates An exciting opportunity has arisen in the Customer Experience Team for a Customer Experience Specialist and for the right person we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days. You will have experience in case management of complaints in a regulated environment. You will need a background in writing high quality complaint responses. A natural problem solver you will be outcome and solution focused with strong influencing skills and always demonstrating a high level of professionalism. You will be a confident communicator who can converse with a diverse range of customers across all communication channels including social media, telephone, digital and in writing. You will be highly organised and resilient and great at prioritising in a busy environment. Closing Date: Thursday 7 August 2025 Interview Date: Thursday 14 August 2025 For an informal discussion please contact Johnny Turner, Customer Experience Manager at . 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 Advisors Location: Didsbury, Manchester Salary: 27,000 to 29,569 per annum (Starting salary 27,000) Permanent / Full Time / 35 hours per week 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 Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations. 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. Closing Date: 9am Wednesday 6 August 2025 Interviews / assessment: Thursday 14 August 2025 Expected Start Date: September 2025 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 (phone number removed) 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.

Senior Development Officer Location: Hybrid and Didsbury, Manchester Salary: 43,927.00 - 47,679.00 Full time / 35 hours per week / Permanent Agile working with 2/3 Days per week in the Office About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations. The Role Are you ready to jumpstart your career in a dynamic and growing sector? We have an exciting opportunity for a Senior Development Officer to join our development team and be a key player in project managing innovative building and refurbishment projects and delivering new developments. This role is perfect for someone eager to expand their skill set, work closely with experienced professionals, and make a real impact on our team's success. If you are organized, adaptable, and ready to work in a fast-paced environment, this role could be your chance to shine. Candidates For the right person we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days holiday increasing to 30 days. Hands-on Experience: You will run your own projects, contribute to new business generation, and gain exposure to both the development and sales sectors, offering insight into exciting new projects and processes. Growth Potential: This role is a fantastic opportunity for someone who wants to develop their career in housing development and work as part of a successful team contributing to the delivery of affordable homes in South Manchester. Supportive Team Environment: Work alongside a dynamic team that values your contributions and offers ongoing support and professional development. Variety: No two days will be the same: Our development staff are all expected to contribute to every stage of the development process. This particular post will hold responsibility for quality and continuous improvement of the homes we build. If you have at least two years' experience in working in Housing Development, have a full clean Driving Licence and are ready to get stuck in we would love to hear from you. If you are ready to embark on an exciting career journey with us, apply today through our website. We cannot wait to hear from you. Closing Date: 04 August 2025 Interview Date: 14 August 2025 For an informal discussion please contact Jo McKendrick, Head of Development on (phone number removed) or email at 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. 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 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.

Rent & Service Charge Manager Location: Hybrid home working / Didsbury, Manchester Salary: 55,482 increasing to 57,165 after 6 months Full Time / 35 hours per week / Permanent About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations. Candidates / Role An exciting opportunity has arisen in the Finance team for a Rent & Service Charge Manager to lead Southway Group's rent and service charge function including managing rent setting procedures and related collection aspects, setting service charges for existing and new development schemes, and supporting the accountancy of transactions in both our Housing Management and Accounts systems. You will also have: - Advanced accounts and general ledger skills. - Excellent verbal communication skills, able to explain financial information to residents and manage relations with internal customers effectively - Strong excel skills, with a knowledge of a range of functions and their application. Your main responsibilities would include: Rent and Service Charge Setting Rent Collection and Processing Accounts and Budget Holders Please see the accompanying job profile for full details of the role. Closing Date: Monday 28 July 2025 5pm I nterview Date: Tuesday 5 August 2025 & Thursday August 2025 For an informal discussion about this role please contact Bhups Gohil, Assistant Director of Finance 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.

Senior Customer Experience Specialist Location: Hybrid and Didsbury, Manchester Salary: 38,758 to 42,677 Full time / 35 hours per week / Permanent Agile working (Flexitime) with 3 Days per week in the Office (Fully office-based throughout the training period) About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness, and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues, and partners. Southway values diversity in all aspects of its communities and operations. The Role Championing Customer Voice Driving Service Excellence. Are you passionate about delivering exceptional customer experiences and making a real difference? At Southway, we are looking for a Senior Customer Experience Specialist to lead on complex case resolution, manage our relationship with the Housing Ombudsman, and ensure that every customer voice drives meaningful service improvement. In this pivotal role, you will oversee complaints handling, support colleagues across the organisation, and lead with empathy, integrity, and professionalism. You will also coach and develop others, helping to embed a culture of learning and accountability. You will also line manage our Customer Experience Assistant providing coaching and support. Candidates An exciting opportunity has arisen in the Customer Experience team for a Senior Customer Experience Specialist. For the right person, we offer a 35-hour week, competitive salary, excellent contributory pension scheme, and 25 days' holiday - increasing to 30 with service. We are looking for someone who is a confident communicator, emotionally intelligent, and highly organised. You will be a natural problem-solver with a proactive mindset, capable of managing complex cases and driving service improvements that make a real impact. Closing Date: Sunday 13 July 2025 Interview Date: Thursday 17 July 2025 For an informal discussion please contact Johnny Turner, Customer Experience Manager at 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. 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 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 or are ex armed forces, please tell us about this on your application form. 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.

Executive Assistant Location: Didsbury, Manchester Salary: 30,036- 32,966 Full time / 35 Hours / Permanent About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations. The Role If you share these values, then we have an opportunity for you to join our team. We are looking for an Executive Assistant to provide first class administrative support to the Chief Executive and their team of Executive Directors. You will: Be a self-motivated individual, with excellent organisational skills Enjoy working in a fast paced and varied environment Play an important part in helping the organisation run efficiently and deliver its plans to improve the lives of our tenants and communities. Full details of the role are in the accompanying job specification. Previous relevant experience would be an advantage, but what is most important is that you share our passion for improving the lives and opportunities of the people who live in the homes we own and manage. In return, we offer: A competitive salary 25 days annual leave increasing to 30 Excellent pension scheme with employer contribution matched up to 10% Cash back healthcare plan Staff discount club membership Flexible and Hybrid working options- please note that there is a requirement for this role to be on-site at our Didsbury offices for at least 4 days a week. We will also make sure you get the training, development and benefits you need to unlock your full potential and do a fantastic job that makes an impact. To apply please visit our website at (url removed) an informal discussion about the role please contact Rose Lucocq, Governance Officer - Closing Date for Applications: 4 August 2025 Interview Date: 11 August 2025 Interviews will take place at our Southern Gate Office in West Didsbury 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 from an ethnic minority background 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. 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.

Head of Operations Location: Didsbury, Manchester Salary: £48,676.00 - £54,085.00 (Starting Salary £48,676.00) Full Time - 35 hours - Permanent Southway Housing Trust is a community based housing organisation committed to providing high quality services to the people and neighbourhoods that we work in click apply for full job details

Neighbourhood Officer Location: Didsbury, Manchester Salary: £26,386 - £29,316 Full time 35 hours per week Permanent. Southway Housing Trust is a community based housing organisation committed to providing high quality services to the people and neighbourhoods that we work with. At Southway Housing Trust we are inspired by our communities. We care about the people and neighbourhoods of South Manchester, are committed to constantly improving services, and work in partnership with our tenants so that we can be successful together. An exciting opportunity has arisen for a Neighbourhood Officer working within the People and Places directorate. Working at the front line of our operation, the successful candidate will largely be based out in our communities: assisting customers with a broad range of tenancy-based issues. This post is highly challenging but equally rewarding. The work carried out by our Neighbourhood Officers has a direct impact on our customer's lives and the wider communities in which they reside. Applicants will need to be highly organised, demonstrate resilience, good customer care skills, be an effective team player and have the ability to manage their own workload. Essential Skills: Excellent communication and negotiation skills. Ability to stay professional, non-judgemental, and diplomatic in difficult situations. Ability to understand and apply policy in practical situations. Experience of working as a Housing Officer or similar Neighbourhood Management position. Closing date: 23 December 2022 Interviews: 12 January 2023 To apply please visit our website at about-us/jobs/careers If you have any queries, please email or contact Surrinder Swali on . 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 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 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.