Receptionist (Customer Experience & Workplace Coordinator)

Salary £25,255 + excellent benefits package

Location Manchester, Salford

The vacancy

Contract: Full-time, Permanent. Monday - Friday, 9am – 5pm.

Internally this role is known as: Customer Experience & Workplace Coordinator

Closing Date: 13th October

Interview Date: 17th October

Do you believe that first impressions count?

Are you a master of creating exceptional experiences? Do you thrive on shaping positive first impressions and building a welcoming environment where both customers and colleagues can thrive?

We are looking for a brilliant Customer Experience & Workplace Coordinator to be the heart of our workspace, ensuring every interaction, from the moment someone walks in, is professional, efficient, and aligned with our values. This isn't just about managing a space; it's about strategically shaping a culture. You’ll be the force that elevates our customer service, streamlines our operations, and turns our workplace into a hub of purpose and productivity.

Why you’ll love working with us:

At Irwell Valley Homes, we’re more than just a housing provider. We’re a team of dedicated people committed to making a real difference in people’s lives. We offer:

A purpose-driven, supportive, and friendly working environment.
Excellent opportunities for professional development and growth.
A competitive salary and a generous benefits package, including a great pension and well-being initiatives.
The chance to be a part of an organisation with a fantastic culture and a powerful social purpose.

If you are a highly organised, positive, and a roll your sleeves up individual ready to take on a role that is both challenging and incredibly rewarding, we want to hear from you. Join us in our mission to enable people to live well in their home and community.

To apply, please submit your CV and cover letter to let us know why you are the perfect fit for this role.

INDMED

About us

We are a not-for-profit housing association, providing affordable homes and services to over 16,000 people across Greater Manchester. We build affordable new homes, work with partners to reduce homelessness, and support people to reach their potential.

Our organisation is all about people – the people who live in our homes, the people in the communities we serve, and the people we work with.

So, it’s no surprise that we recruit for attitude and behaviour which are central to us delivering great experiences for everyone!

We employ people who are passionate about making a difference who can take responsibility and get things done. And we have developed a culture that supports people to do this.

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.

The Communities team

Our Communities team pride themselves on delivering a fantastic service to our customers, representing the customer voice throughout the organisation and striving to make a real difference in people’s lives!

Forging strong relationships with our customers is central to what we do, none more than in our Customer Service and Support Team who assist customers with all aspects of housing, they really are a clued-up bunch! They also manage a full range of digital contact channels including live chat, social media, our app and of course the telephone so are skilled as well as knowledgeable!

Our customers are important to us, and we want them to feel that way, which is why our Communities Team support residents to manage their tenancy and make sure neighbourhoods are clean, safe and places you're proud to live. It’s a great feeling for the team knowing they can help to make services better for our customers!

We are constantly striving to find innovative solutions to support customers and focus improve our customer experience. Whether it’s developing an app, streamlining process or finding service improvements, they always have the customer at the centre of what they do!

We’re committed to doing what we say we’ll do, keeping customers updated, building rapport and problem solving.

Stats:

483 people moved into one of our homes last year!
We engaged with 3,400 customers, on everything from our new cleaning contractor to building safety measures.
90% of customers were happy with how they were treated last year!
80% of customers were happy with their last contact with us
We handled over 75,000 customer contacts last year!
We continuously work with customers across the organisation including our Resident Scrutiny Panel, Customer Offer Panel and Community Champions.

“Thank you for your interest in joining our Communities Team. For us, the Communities team is all about being reliable and respectful in the way that we interact with customer’s and colleagues. The team is a tight-knit bunch who all share the same ethos, to deliver excellent customer service and have fun doing so! We are genuinely passionate about helping customers and delivering a great service to them. To do this, we give our colleagues the right training and support, offer some great benefits, and promote a positive, inclusive culture where everyone is able to deliver their best service by being their best self. If you share our goal in ensuring Customers can live well in their homes and Communities, I’d love to welcome you into the team!”

Ross Powell, Head of Customers and Communities