Job Introduction
Are you passionate about delivering exceptional customer experiences? Do you have a knack for coaching and training others to be their best? If so, we have the perfect opportunity for you!
At Yorkshire Housing, we believe that our customers deserve the best, and our Customer Experience Team is dedicated to making that happen. We're on the lookout for two dynamic and enthusiastic Quality and Training Experts to join our team. These roles are crucial in ensuring that our team members are well-equipped with the skills and knowledge they need to provide top-notch service.
If you're ready to take on a challenging and rewarding role where you can truly make a difference, we'd love to hear from you!
What you'll do:
As our Quality and Training Expert, you’ll be at the heart of Customer Experience Centre (CEC( and supporting our efforts to promote a culture of excellence and continuous improvement. You’ll conduct quality assurance assessments, design and deliver engaging training sessions, and provide one-on-one coaching to help our colleagues grow and develop. Your work will directly impact our ability to meet and exceed customer expectations, making a real difference in the lives of those we serve.
In this role, you will collaborate closely with team managers and other departments to keep our training materials up-to-date and relevant. You'll also have the opportunity to step in as a Team Manager when needed, providing clear guidance and support to the team. Your expertise will be invaluable in handling escalated customer calls, ensuring positive resolutions and maintaining our high standards of customer service. You’ll also have the opportunity to support the recruitment campaigns in the Customer Experience Centre, and be a part of future talent coming into YH!
What you'll bring:
- Attention to detail: Experience in quality assurance and a keen eye for detail
- Customer experience expertise: In-depth knowledge of customer service, including income, housing, and repairs. If you've come from a similar background in a contact centre setting - even better!
- Communication skills: Excellent at conveying complex information simply and effectively
- Training prowess: Proven ability to train and coach small groups, adapting to different learning styles
- Tech savvy: Proficient in ICT systems, Microsoft Office, and learning management systems
- Flexibility: Ability to work independently and manage multiple tasks in a fast-paced environment
It’d be a bonus if you had:
- Experience: If you’ve got a coaching and quality qualification or training qualification make sure to pop that on your application. Also, if you have any recruitment support experience – mention this too!
Why join us?
- Innovative culture: Be part of a team that values curiosity, continuous learning, and doing the right thing.
- Empowerment: Take ownership of your role and make a real impact.
- Fun environment: Enjoy a workplace where you can be yourself and have fun while working hard.
- Inclusive values: We celebrate diversity and are committed to creating an inclusive environment for all employees.
About us:
We’re not your run-of-the-mill housing provider. With nearly 20,000 homes we own and manage, we’ve got ambitious plans to disrupt the sector by overhauling the traditional customer service offer, building new homes that are truly future-proof and creating a very different colleague offer that gives our people the flexibility and freedom to do their best work.
It’s a milestone year for us as we deliver the next phase of our business strategy and push forward with our aim to be the UK’s best housing provider, and that’s where you come in!
What’s in it for you?
We offer an excellent salary of £30,263 per annum for a 35-hour week plus 25 days annual leave (rising annually to 30 days) plus Bank Holidays.
That’s not all - 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.
We also promote a flexible approach to work with our hub, home, roam approach and have a real focus on your development with a number of internal and external training opportunities!
One of our biggest priorities is the wellbeing of our colleagues 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.
The fine print
At YH, we’re actively building a work environment that’s inclusive as well as diverse. 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 us by email at recruitment@yorkshirehousing.co.uk .
The closing date for applications will be 09.02.25– don’t wait to get your application in as the role may close early!
If you’re applying for this role internally, remember to let your line manager know (it’s the right thing to do!).
