Customer Experience Advisor

HQN Ltd; Leeds; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Leeds Federated is seeking a Customer Experience Advisor to join the Service Improvement Team. You’ll be the first point of contact for tenants and residents, handling housing, repairs and maintenance enquiries with a focus on prompt, accurate responses.

You’ll also provide admin support, data entry and database updates, while maintaining confidentiality and contributing to service improvements across teams.

Qualifications

• Strong communication and customer service skills.
• Confidence and clarity when speaking to customers on the phone.
• Attention to detail and ability to use IT systems.
• Ability to collaborate with colleagues while working independently.

Responsibilities

• Answer incoming calls from customers about housing, repairs and maintenance.
• Deliver excellent customer service in a professional, polite and helpful manner.
• Handle enquiries relating to responsive repairs with accurate admin work.
• Assist with data entry, updating internal databases and correspondence.
• Liaise with colleagues in other teams to resolve problems.
• Maintain confidentiality and accuracy in records and IT systems.
• Support continuous improvement and participate in service reviews.

Skills

Good communication

Customer service

Phone communication

Attention to detail

IT literacy

Collaboration

Independent working

Tools

CRM systems

Job description

Do you enjoy talking to people and helping to solving problems?Are you ready to make a difference with customer interactions?

Leeds Federated is looking for Customer Experience Advisor to join our Service Improvement Team. As a key member of our customer service team, you’ll be the first point of contact for tenants and residents across our housing services. You’ll handle a range of enquiries, from general questions to maintenance and repairs, and ensure these are dealt with promptly and accurately. You’ll also support colleagues with essential administrative tasks, helping to keep our services running smoothly and efficiently.

What you’ll do:

• Answer incoming calls from customers, dealing with a variety of enquiries including housing, repairs, and maintenance
• Deliver excellent customer service, providing a professional, polite and helpful service to all customers
• Handle customer enquiries relating toresponsive repairs including effective computerised and manual administration
• Assist with administrative duties including data entry, updating internal databases and correspondence
• Liaises and works effectively with colleagues in other teams/departments to resolve problems
• Maintain confidentiality and accuracy in all record-keeping and IT systems
• Support our continuous improvement culture and participate in service reviews

What we’re looking for:

• Good communication and customer service skills
• Confidence and clarity when speaking to customers on the phone
• Attention to detail and confident in using IT systems
• Able to collaborate effectively with colleagues while also working independently managing tasks

We reserve the right to close this vacancy if it isdeemedthat we have received a suitable number of applications. On this basis we wouldadvisethat applications aresubmittedas soon as possible.

Leeds Federated is an equal opportunities employer and promotes diversity in everything we do and therefore welcomes applications from all sections of the community.