Aftercare Experience Specialist – Repairs & Feedback

Leeds Federated Housing Association Ltd; Milton Keynes; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

30 days holiday entitlement

Flexible leave options

Healthcare plan

Job summary

Leeds Federated Housing Association Ltd is seeking a Customer Experience Repairs Aftercare Officer to support customers after repairs. You’ll contact customers to confirm satisfactory outcomes, identify follow-up work and coordinate with contractors, aiming to improve the overall repairs experience.

You will build relationships with customers and colleagues, handle complaints with care, and maintain accurate records to drive service improvements.

Qualifications

• Experience in a customer-facing role and supporting diverse customers.
• Experience dealing with complaints and resolving customer concerns.
• Organised and able to manage administrative tasks to a high standard.
• Confident using computerised systems and managing information.
• Ability to build positive working relationships with customers, colleagues and contractors.
• It would be desirable to have housing sector experience; Leeds Federated has properties across Leeds, Wakefield, and North Yorkshire.

Responsibilities

• Contact customers by phone, email, or text after repairs to check satisfaction.
• Identify unresolved repairs or follow-up work and take action to resolve.
• Keep accurate records of customer contact, actions and feedback.
• Collaborate with colleagues and contractors to progress repairs and schedule follow-ups.
• Support customers facing barriers to completing repairs with clear, honest communication.
• Listen to concerns and act quickly and empathetically to resolve issues.
• Record complaints accurately and pass to the team per procedures.
• Gather repair records, appointment history, photos and feedback to support complaints.
• Identify recurring issues and trends such as missed appointments or quality concerns.
• Share customer feedback with repairs and complaints teams to inform service improvements.
• Contribute to improving customer satisfaction and learning from feedback and complaints.
• Participate in shaping services through meaningful customer involvement.

Skills

Customer service

Complaint handling

Administrative skills

Communication skills

Relationship building

Job description

Leeds Federated Housing Association Ltd is seeking a Customer Experience Repairs Aftercare Officer to support customers after repairs. You’ll contact customers to confirm satisfactory outcomes, identify follow-up work and coordinate with contractors, aiming to improve the overall repairs experience.

You will build relationships with customers and colleagues, handle complaints with care, and maintain accurate records to drive service improvements.