Call Centre Agent

Job Introduction

Are you a people‑person who enjoys solving problems and making a real difference? If so, you could be a great fit as a Call Centre Agent at Yorkshire Housing – officially known internally as a Customer Experience Advisor.

We’re recruiting for our next intake and will be holding assessment on Wednesday 3 June in Leeds City Centre – please make sure you’re available before applying.

What’s in it for you?

• Salary: £26,343.86 (35 hours per week) plus benefits
• Hours: Full time, Monday to Friday (rotating shifts: 8–4, 9–5, 10–6)
• Holiday: 26 days, rising to 31 days, plus Bank Holidays
• Hybrid working: Largely home‑based, with training being a mix of face to face and virtual
• Equipment: High‑quality tech and office furniture provided
• Pension: We’ll match your contributions up to 9%
• Benefits platform: with something for everyone

The role

As a Customer Experience Advisor (Call Centre Agent), you’ll be the first point of contact for our customers and the voice of Yorkshire Housing. You’ll deliver a friendly, calm and professional service across phone, email, web chat and text.

You’ll:

• Deliver excellent, customer‑obsessed service, aiming for first‑time resolution
• Handle a wide range of queries including income, repairs, lettings, tenancy management and anti‑social behaviour
• Accurately update customer records using our systems
• Keep customers informed and supported throughout their journey
• Promote self‑service options and book appointments where needed

This is a supportive team environment, but a large part of the role is home‑based, so you’ll need to be comfortable working independently.

What we’re looking for

• Strong communication and people skills, with the ability to adapt to different customer needs
• Experience in a busy contact centre or call centre environment
• A calm, empathetic and solutions‑focused approach
• Experience using CRM systems and Microsoft applications
• Good organisation, attention to detail and resilience
• A stable home internet connection (minimum 75Mbps)

Full details are available in the attached Role Profile.

Ready to apply?

At Yorkshire Housing, we’re committed to building an inclusive and diverse workplace where everyone can be themselves and do their best work. We welcome applications from all backgrounds.

If you need support with your application, contact recruitment@yorkshirehousing.co.uk.

Closing date: 17.05.26 (we may close early if we receive strong applications).

We’ll be in touch with candidates as applications come in, starting with a virtual conversation before inviting shortlisted candidates to the assessment centre.

If you're applying internally, you must inform your line manager (it’s the right thing to do!).