Customer Experience Officer

Leeds Federated Housing Association Ltd; Milton Keynes; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

30 days holiday entitlement

Flexible leave options

Healthcare plan

Job summary

Leeds Federated Housing Association Ltd is seeking a Customer Experience Repairs Aftercare Officer to support customers after repairs. You’ll contact customers to confirm satisfactory outcomes, identify follow-up work and coordinate with contractors, aiming to improve the overall repairs experience.

You will build relationships with customers and colleagues, handle complaints with care, and maintain accurate records to drive service improvements.

Qualifications

• Experience in a customer-facing role and supporting diverse customers.
• Experience dealing with complaints and resolving customer concerns.
• Organised and able to manage administrative tasks to a high standard.
• Confident using computerised systems and managing information.
• Ability to build positive working relationships with customers, colleagues and contractors.
• It would be desirable to have housing sector experience; Leeds Federated has properties across Leeds, Wakefield, and North Yorkshire.

Responsibilities

• Contact customers by phone, email, or text after repairs to check satisfaction.
• Identify unresolved repairs or follow-up work and take action to resolve.
• Keep accurate records of customer contact, actions and feedback.
• Collaborate with colleagues and contractors to progress repairs and schedule follow-ups.
• Support customers facing barriers to completing repairs with clear, honest communication.
• Listen to concerns and act quickly and empathetically to resolve issues.
• Record complaints accurately and pass to the team per procedures.
• Gather repair records, appointment history, photos and feedback to support complaints.
• Identify recurring issues and trends such as missed appointments or quality concerns.
• Share customer feedback with repairs and complaints teams to inform service improvements.
• Contribute to improving customer satisfaction and learning from feedback and complaints.
• Participate in shaping services through meaningful customer involvement.

Skills

Customer service

Complaint handling

Administrative skills

Communication skills

Relationship building

Job description

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., 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. 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. Leeds Federated is a housing association with around 4,500 properties across Leeds, Wakefield, and North Yorkshire.

Our mission is to enable the maximum number of people to access and live sustainably in good-value, affordable housing. £30,000

• 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.