Customer Experience Advisor

Yorkshire Housing; West Yorkshire; Hybrid; GBP 16,000 - 26,000; Full time

Benefits offered by this job

Salary £26,343.86 for 35 hours

Home-based with monthly in-office inLe

Pension scheme with up to 9% match

Equipment for home use

26 days annual leave

Job summary

Yorkshire Housing in Leeds is seeking a Customer Experience Advisor to be the voice of the organisation in its contact centre, handling calls, emails and queries with a friendly, calm and professional approach.

The role is mostly home-based with monthly in-office presence, offers a 35-hour week and a clear progression path in a growing housing charity. The closing date is 20 September 2026; candidates from West Yorkshire are encouraged to apply.

Qualifications

• Customer-focused approach and strong communication skills.
• Experience with a CRM system.
• Proficient IT skills and reliable home internet (min 75 Mbps).

Responsibilities

• Deliver excellent customer service across calls, emails, and messages.
• Handle inbound and outbound queries and resolve issues.
• Create and update customer records accurately.
• Keep customers informed through proactive updates.
• Promote self-service options and book required services.

Skills

Customer service

Excellent communication

Problem solving

Remote work

Attention to detail

Tools

CRM System

MS Office

Job description

Are you looking for a dynamic and rewarding career in an exciting customer facing role? Do you enjoy talking to people and solving their problems? If so, you might be the perfect fit! We’re on the lookout for our next intake of Customer Experience Advisors to work in our contact centre.

We’re holding an assessment centre for this one on the afternoon / evening of Friday 2nd October 2026 in Leeds City Centre please make sure your diary is free before applying.

So, what’s in it for you?

At YH, you'll be part of a genuinely caring team and an ambitious organisation with big growth plans. Here are the main things we think you’ll love about this role:

• Salary £26,343.86 for a 35-hour week
• Full time hours, Monday to Friday (with a 3 week rotating shift pattern 8-4, 9-5, 10-6)
• 26 days annual leave (raising annually to 31 days) plus Bank Holidays
• Some top of the range tech and office furniture to carry out your job from home
• A contributory pension scheme where we will match your contributions up to 9%
• A benefits platform that suits everyone

The role:

As our Customer Experience Advisor, you’ll be the voice of Yorkshire Housing, you’ll take pride in being our friendly, calm, and professional first point of contact for our customers, providing excellent service and support. You’ll handle inbound and outbound calls, answer questions, resolve issues, and respond to emails. You’ll also have the opportunity to learn new skills, work with a diverse and friendly team, and grow your career with us.

Whether it's through calls, emails, or text, you'll provide a fantastic and positive customer experience.

Here’s what you'll be doing:

• Customer obsessed service: Delivering an excellent customer experience within our high-performing contact centre team, focusing on first‑time resolution.
• Problem solver: Handling a wide variety of queries, including income, tenancy management, repairs, lettings, and anti‑social behaviour.
• Tech‑savvy: Creating and updating customer records using our systems, ensuring accuracy and efficiency.
• Proactive communicator: Keeping customers up to date with information relating to their queries through various channels.
• Supportive advisor: Promoting and assisting customers to use our self‑service portal and booking appointments for required services.

You’ll be part of a supportive team but it’s important to mention that a large proportion of this role will be home‑based, so you need to be comfortable with this way of working. There will be some in person in office working at least monthly.

What we need from you:

We’re looking for folk who are customer‑focused – or as we say at Yorkshire Housing, "Customer Obsessed", along with the below:

• You should have excellent people and communication skills, with the ability to adapt to and meet each customer's needs.
• A calm, empathetic, and clear telephone manner is essential, along with quick, solutions‑focused thinking and the ability to work independently.
• Resilience and the ability to handle difficult situations objectively are important, as is strong organisational skills and attention to detail.
• Experience of using a Customer Relationship Management (CRM) System.
• You should have comprehensive IT experience, especially with MS products, and a stable home internet connection (minimum 75Mbps).

It would be a bonus if you have experience working in a busy contact centre, with the ability to keep accurate notes, prioritise calls, multi task and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements) . Check out the Role Profile attached for full requirements!

So, now you’re really interested?

At YH, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. 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 our recruitment team - [e-mail].

The finer print:

The closing date for applications is 20.09.26 but we may close earlier if we find the right candidates. We’re also looking for candidates based in and around West Yorkshire exclusively for this campaign.

We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future!

We’re going to be getting in touch with candidates as applications roll in, initially our recruitment team will be putting in conversations virtually with you before you receive a full invite to our assessment centre. If you're applying internally, you must inform your line manager (it’s the right thing to do!).