Customer Engagement and Wellbeing Team Leader

Job Introduction

Ready to turn customer voice into real change?

We're looking for someone who believes that great customer engagement isn't just about asking for feedback. It's about creating opportunities, removing barriers, building confidence and making sure every customer has a genuine voice in shaping the services they receive.

As our Customer Engagement and Wellbeing Team Leader, you'll lead a passionate team that's helping customers connect with their communities, access support, build confidence and influence the future of Yorkshire Housing.

You'll be the kind of person who spots when people are being left out and asks, "How can we make this better?" The kind who turns insight into action, builds strong partnerships and helps colleagues across the organisation see customer engagement as everyone's business.

If that sounds like you, keep reading...

What you'll be doing

No two days will look the same, but you'll spend your time:

• Leading and developing a team of Customer Engagement colleagues, helping them deliver brilliant outcomes for customers and communities.
• Making sure our Foundations for Engagement approach helps customers overcome barriers such as digital exclusion, social isolation and confidence challenges.
• Using customer insight, feedback and data to spot opportunities, drive improvements and influence decision-making across Yorkshire Housing.
• Supporting customers to have a meaningful say through panels, consultations, co-design activities, surveys and events.
• Leading place-based projects that strengthen communities, improve wellbeing and create social value.
• Working with colleagues across Housing, Communities, Tenancy Sustainment and Services to embed customer voice into everything we do.
• Sharing success stories, measuring impact and helping demonstrate the difference great engagement can make.

What we're looking for

You'll probably have experience in customer engagement, community development, wellbeing, housing, the public sector or a similar environment.

But more importantly, you'll be someone who:

✔ Can inspire, lead and develop others

✔ Understands the challenges customers can face when accessing services or opportunities

✔ Is passionate about creating inclusive, accessible experiences

✔ Loves using insight and feedback to make things better

✔ Builds strong relationships and influences others positively

✔ Can balance multiple priorities while keeping customers at the heart of decisions

✔ Shares our values and genuinely cares about making a difference

Bonus points if...

You have experience of regulatory customer engagement or working within a housing environment.

Why Yorkshire Housing?

Because we're Yorkshire by name and Yorkshire by nature.

We're here to make it possible for people to have a place they're proud to call home, and we know that happens when customers help shape what we do.

You'll join a team that's ambitious, supportive and genuinely passionate about creating positive change. We'll give you the freedom to be curious, the trust to lead and the opportunity to make an impact that matters.

The essentials

• Agile working
• £42,000 plus £2,000 car allowance per year
• DBS check required
•  Some evening and weekend working may be needed to support community events and engagement activity
• Leadership role with responsibility for developing and supporting a high-performing team

We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we’ll match your contributions up to 9%, just to name a few. 

Our people’s health and wellbeing are one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional. 

Find out more about our employment perks here! 

Now you’re really interested? 

At YH, we’re actively building a working environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.  

We know that not all candidates will meet every single requirement. If your experience looks a little different from what we’re looking for and you think you can bring value to the role, we’d love to learn more about you so please apply! 

If you require any additional support with your application, or have any further questions please contact our fab recruitment team via email at recruitment@yorkshirehousing.co.uk  

One final thing...

This role isn't about ticking engagement boxes.

It's about making sure every customer has the opportunity, confidence and support to be heard. It's about building stronger communities, creating better services and making a tangible difference to people's lives.

If you're excited by that challenge, we'd love to hear from you.

Take a look through the attached Role Profile to find out more about the role.

The fine print  

• Closing date: Sunday 4th October (we may close early if we get lots of great candidates!)
• Interviews: 1st stage via MS Teams on Monday 12th October, with a 2nd stage in person at our workplace in Leeds on Wednesday 21st October

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