Customer Experience Advisor

Job Introduction

Are you looking for a dynamic and rewarding career in an exciting customer facing role? Do you enjoy talking to people and solving their problems? If so, you might be the perfect fit! We’re on the lookout for our next intake of Customer Experience Advisors to work in our contact centre. 

We’re holding a half day assessment for this role on Saturday 26th April 2025 (AM) in Leeds City Centre please make sure your diary is free before applying. One of our recruitment team will give you a call to invite you to the day and give you all the information you need, so keep your phone close as we could call as soon as you press apply!

So, what’s in it for you?

At YH, you'll be part of a genuinely caring team and an ambitious organisation with big growth plans. Here are the main things we think you’ll love about this role:

• Salary £25,453 for a 35-hour week plus benefits
• Full time hours, Monday to Friday (with a 3 week rotating shift pattern 8-4, 9-5, 10-6)
• 26 days annual leave (raising annually to 31 days) plus Bank Holidays
• Some top of the range tech and office furniture to carry out your job from home
• A contributory pension scheme where we will match your contributions up to 9%
• A benefits platform that suits everyone

The role: 

As our Customer Experience Advisor, you’ll be the voice of Yorkshire Housing, you’ll take pride in being our friendly, calm, and professional first point of contact for our customers, providing excellent service and support. You’ll handle inbound and outbound calls, answer questions, resolve issues, and respond to emails.  You’ll also have the opportunity to learn new skills, work with a diverse and friendly team, and grow your career with us. 

Whether it's through calls, emails, web chat, or text, you'll provide a fantastic and positive customer experience.

Here's what you'll be doing:

• Customer obsessed service: Delivering an excellent customer experience within our high-performing contact centre team, focusing on first-time resolution.
• Problem solver: Handling a wide variety of queries, including income, tenancy management, repairs, lettings, and anti-social behaviour.
• Tech-savvy: Creating and updating customer records using our systems, ensuring accuracy and efficiency.
• Proactive communicator: Keeping customers up to date with information relating to their queries through various channels.
• Supportive advisor: Promoting and assisting customers to use our self-service portal and booking appointments for required services.

You'll be part of a supportive team but it’s important to mention that a large proportion of this role will be home-based, so you need to be comfortable with this way of working. There will be some in person in office working at least monthly. 

What we need from you: 

We're looking for folk who are customer-focused – or as we say at Yorkshire Housing, "Customer Obsessed”, along with the below:

• You should have excellent people and communication skills, with the ability to adapt to and meet each customer's needs.
• Previous experience working in a busy contact centre, with the ability to keep accurate notes, prioritise calls, multi task and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements) .
• A calm, empathetic, and clear telephone manner is essential, along with quick, solutions-focused thinking and the ability to work independently.
• Resilience and the ability to handle difficult situations objectively are important, as is strong organisational skills and attention to detail. 
• Experience of using a Customer Relationship Management (CRM) System.
• You should have comprehensive IT experience, especially with MS products, and a stable home internet connection (minimum 75Mbps).

Check out the Role Profile attached for full requirements!

So, now you’re really interested?

At YH, we’re actively building a work 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 the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

If you require additional support with your application, please contact our recruitment team - recruitment@yorkshirehousing.co.uk.

The finer print:

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

The closing date for applications is 13.04.25  but we may close earlier if we find the right candidates. We’re also looking for candidates based in and around West Yorkshire exclusively for this campaign. 

We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future! 

We're going to be getting in touch with candidates as applications roll in, initially our recruitment team will be calling you on the number provided on your application form so please make sure this is up to date so we can get in touch with you.