Customer Experience Officer

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

Temporary Fixed Term (contracted until 31/03/2029)

Internally referred to as 'Customer Experience Repairs Aftercare Officer'

We’re looking for a Customer Experience Repairs Aftercare Officer to join our Customer Experience team. This is a new role at Leeds Federated, to help make sure customers receive the service and support they need following a repair.

You’ll contact customers after their repairs to check everything has been completed properly, understand how they feel about the service they’ve received and arrange any follow-up work needed. You’ll work closely with customers, colleagues and contractors to resolve issues, keep people informed and help improve the overall repairs experience.

What you’ll do:

• Contact customers by phone, email or text following completed repairs to check they’re happy with the outcome.
• Identify unresolved repairs, concerns or follow-up work and take action to get these resolved.
• Keep accurate records of customer contact, actions and feedback.
• Work with colleagues and contractors to progress outstanding repairs and arrange follow-up appointments.
• Support customers where there are barriers to completing repairs, while being clear and honest about what can be done.
• Listen to customer concerns and act quickly and empathetically to resolve issues.
• Where a customer wants to make a complaint, make sure this is recorded correctly and passed on in line with our procedures.
• Gather information such as repair records, appointment history, photographs and customer feedback to support complaint handling where needed.
• Identify recurring issues and trends, such as missed appointments, communication gaps or concerns about repair quality.
• Share customer feedback and insight with the repairs and complaints teams to help us understand what is happening from the customer's perspective.
• Contribute to improving customer satisfaction and learning from complaints, compliments and aftercare feedback.

What we’re looking for:

• Experience working in a customer-facing role and supporting the needs of a diverse range of 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.
• Can build positive working relationships with customers, colleagues and contractors.

It would be desirable if applicants also have experience working in the housing sector.

Closing Date

5th October 2026

Interviews Date

14th – 16th October 2026

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.

We reserve the right to close this vacancy if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as 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.