Aftercare & Repairs Experience Specialist

Leeds Federated Housing Association Limited; Ledston; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Generous holiday allowance

Flexible leave options

Healthcare plan

Job summary

Leeds Federated Housing Association Limited is seeking a Customer Experience Repairs Aftercare Officer to join our Customer Experience team on a temporary fixed-term basis until 31/03/2029. You will contact customers after repairs to confirm satisfaction, identify follow-up work, and coordinate with contractors to resolve issues.

You will record interactions, track feedback, and support improvements to the repairs journey while collaborating with colleagues and contractors.

Qualifications

• Experience in customer-facing roles delivering service to diverse customers.
• Experience dealing with complaints and resolving customer concerns.
• Organised and able to manage administrative tasks accurately and to a high standard.
• Confident using computerised systems and managing information effectively.
• Ability to build positive working relationships with customers, colleagues and contractors.

Responsibilities

• Contact customers by phone, email or text after repairs to check satisfaction.
• Identify unresolved repairs or follow-up work and action to resolve.
• Keep accurate records of customer contact, actions and feedback.
• Coordinate with colleagues and contractors to progress repairs and arrange follow-ups.
• Support customers with barriers to completing repairs and set clear expectations.
• Listen to concerns and resolve issues quickly and empathetically.
• Record complaints and pass on in line with procedures.
• Gather repair records, history, photographs and feedback to support complaints handling.
• Identify recurring issues and trends for service improvement.
• Share feedback with repairs and complaints teams to improve the customer experience.
• Contribute to improving customer satisfaction through aftercare insights.

Skills

Customer service

Complaint handling

Administrative accuracy

IT systems

Communication

Relationship building

Tools

CRM systems

Job description

Leeds Federated Housing Association Limited is seeking a Customer Experience Repairs Aftercare Officer to join our Customer Experience team on a temporary fixed-term basis until 31/03/2029. You will contact customers after repairs to confirm satisfaction, identify follow-up work, and coordinate with contractors to resolve issues.

You will record interactions, track feedback, and support improvements to the repairs journey while collaborating with colleagues and contractors.