We have an exciting opportunity for a Customer Experience Advisor to join our Customer Experience team here at Yorkshire Housing. The main purpose of this role is to be the first point of contact for customer communications into Yorkshire Housing through calls, emails, web chat, portal and SMS to enable us to deliver exceptional levels of service to a diverse customer base on a wide range of queries.

Who we are:

We are proud to be a housing association that owns and manages more than 18,000 homes across Yorkshire and we’re developing thousands more.  Our ambition is that everyone has the opportunity to live in a quality home they can afford and our team play a vital role in making this happen.

At Yorkshire Housing, customer service is a key part of our business. We believe customer service should feel more like a customer experience – we want our customers to know we are here to help and that there is a clear defined journey to ensuring a positive customer experience.  

What the role involves:

As a Customer Experience Advisor key responsibilities will include:

• Providing excellent customer experience within a high performing team, working closely with stakeholders to ensure a quality and seamless customer journey
• Effectively signposting to the relevant internal or external agencies as required, this will include the escalation of income queries, independence support visits and general tenancy management
• Dealing with customer complaints by all channels aiming for an immediate resolution considering YH Business rules and the needs of the resident
• Other impactful duties as per the attached job description.

In order to be successful in this role, you will need excellent inter-personal and communication skills and strong organisation skills, with the ability to operate successfully in a fast paced contact centre environment.

What can you expect:

In return we offer £20,529 for a 35 hour week, 25 days annual leave (raising annually to 30 days) plus Bank Holidays. We value a work/life balance and part time applications are welcomed (please specify on your application your preferred hours of work where indicated).

We also have a really good reward package to suit everyone – from a variety of retail discounts to a contributory pension scheme where we will match your contributions up to 9%! As well as our great benefits and a fantastic work environment, we’re also a company that cares about its employees and its customers.

Our values:

What’s more - we’re big on hiring based on our values and are looking for people who are committed to our company values, demonstrating this by:

Respect: having first-rate customer service skills, demonstrating excellent oral and written communication skills

Reliability: having flexibility to adapt to undertake varying assigned tasks as directed

Enthusiasm: being able to work on own initiative and being highly organised

Why join now:

Yorkshire Housing is going through a major transformation programme - The programme will radically improve the way we interact with our customers, eliminate inefficiencies, and empower our staff to focus on the things that matter most to our customers. We want to make sure that our business is sustainable and that we're able to keep building homes for new customers, making repairs in the properties we own, and support customers to live in their home independently for longer. Transformation is across the entire organisation - it includes changing our processes, jobs, as well as introducing new IT capability.

So if you want to be part of the team that makes a real positive difference every day and work for an organisation that prioritises its people and its customers then we want to hear from you!

This is a permanent role based at Dysons Chambers, Leeds.

The closing date for applications will be 20th October 2019.

Interviews will take place on w/c 4th November.

Please note if you are applying for this role internally you must inform your current line manager.