Customer Experience Advisor

Housing Diversity Network; Leeds; On-site; GBP 21,000 - 30,000; Full time

Benefits offered by this job

Generous holiday allowance

Flexible leave options

Healthcare plan

Job summary

Leeds Federated is looking for a Customer Experience Advisor to join our Service Improvement Team. You’ll be the first point of contact for tenants and residents, handling enquiries about housing, repairs and maintenance, and ensuring fast, accurate responses.

You’ll deliver a high standard of customer service, maintain records in our IT systems, and support colleagues with admin tasks while working both independently and with colleagues to improve services for local communities.

Qualifications

• 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.

Responsibilities

• 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 to responsive 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.

Skills

Customer service

Phone calls

Attention to detail

IT systems

Teamwork

Tools

CRM software

Database entry

Job description

Permanent (Full-Time)

Office Based - Monday to Friday

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 to responsive 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
  

Why Join Us?

This is an opportunity to be part of a team that helps shape services through meaningful customer involvement. You’ll play an important role in ensuring our customers’ voices are heard while supporting work that positively impacts local communities.

Our commitment to our values goes beyond work itself; it extends to how we support you too.

• Generous holiday allowance – 30 days annual leave plus bank holidays, with an additional 1.5 days off over the Christmas period to help you recharge.
  
• Flexible leave options – choose to buy extra annual leave or sell back unused days, giving you greater control over your time off.
  
• Healthcare plan – access to Health Shield. This allows you to claim back costs on everyday health and wellbeing expenses, with 24/7 GP access and online health assessments.
  

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

Job Summary

• Location

  Leads

• Organization

  Leeds Federated

• Job Type

  Permanent

• Closing Date

  05/10/2026

• Reference ID

  37172

• Documents