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- Tasks: Lead and inspire a team to deliver exceptional customer service.
- Company: Join Leeds Federated, a housing association dedicated to affordable living.
- Benefits: Enjoy a permanent role with opportunities for personal development.
- Why this job: Make a meaningful impact while growing your leadership skills in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Apply soon; we may close applications early if we find the right candidates.
Job Title: Customer Experience Team Leader
All potential applicants are encouraged to scroll through and read the complete job description before applying.
Location: Leeds
Salary: £33,000 per annum
Job Type: Permanent, Full time
Closing date: 10/03/25.
Interviews will take place week commencing 17th March 2025.
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.
The Vacancy:
Are you passionate about delivering exceptional customer service? Are you looking to grow your career in an organisation that values your development? At Leeds Federated, we\’re offering an exciting opportunity to lead, inspire, and make a meaningful impact in our Customer Experience team. If you\’re committed to providing great experience for customers and are ready to take your leadership journey to the next level then this role is for you.
We are looking for a Customer Experience Team Leader to play a key part in our Customer Experience team. You will provide line management, coaching, and development to ensure we continue to deliver outstanding service to our customers. You will play an active role in driving improvements, supporting strategic initiatives, and fostering a culture of continuous learning and wellbeing.
What you\’ll do:
* Lead, motivate, and develop a team of Customer Experience Advisers, ensuring high levels of engagement and performance
* Support the Customer Experience Manager, contributing to strategic planning and implementation of enhancing our customer service offerings
* Encourage a culture of continuous learning and development within the team, facilitating training and support for new initiatives.
* Conduct monthly one-to-one meetings to review performance, address areas of improvement, and support career development
* Oversee daily operations, providing efficient task management and ensuring service delivery meets established Key Performance Indicators (KPIs) and quality standards.
* Monitor team performance, identify improvement opportunities, and implement necessary changes.
* Train and support new team members, sharing best practices and knowledge
* Handle customer enquiries for responsive repairs, ensuring accurate admin, compliance, and service
* Collaborate with the Customer Experience Manager and other stakeholders on key projects, including the implementation of new software and customer contact strategies.
What we\’re looking for:
* Proven experience in a customer-facing service role working with a diverse range of customers (social housing experience is desirable but not required).
* Strong communication, organisational, and problem-solving abilities.
* Experience managing customer enquiries, including complaints and service requests.
* Proficiency with computerised systems and administrative procedures.
* Commitment to continuous improvement and personal development.
Why join us?
At Leeds Federated Housing Association, we\’re dedicated to providing affordable, high-quality homes in thriving communities. Our mission is to help people make a home by delivering excellent services, investing in sustainable homes, and fostering strong connections. Join us and be part of a team making a real difference every day.
Please note:
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.
If you are ready to take the next step in your career and want to be part of a purpose-driven organisation, apply today!
Please click on the APPLY button to be redirected to our careers page to apply for this role.
Candidates with the experience or relevant job titles of; Customer Experience, Customer Experience Manager, Customer Service Manager, Customer Service Lead, may also be considered for this role
Customer Experience Team Leader employer: Leeds Federated Housing Association Ltd
Contact Detail:
Leeds Federated Housing Association Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Team Leader
✨Tip Number 1
Familiarize yourself with the mission and values of Leeds Federated. Understanding their commitment to affordable housing and community impact will help you align your answers during the interview and demonstrate your passion for their cause.
✨Tip Number 2
Prepare specific examples from your past experience that showcase your leadership skills and ability to motivate a team. Highlight instances where you successfully improved customer service or implemented new initiatives, as these are key aspects of the role.
✨Tip Number 3
Research common challenges in customer service within the housing sector. Being able to discuss these challenges and propose solutions will show your proactive approach and understanding of the industry.
✨Tip Number 4
Engage with current employees on platforms like LinkedIn to gain insights into the company culture and expectations. This can provide you with valuable information that you can use to tailor your responses during the interview.
We think you need these skills to ace Customer Experience Team Leader
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Experience Team Leader position. Make sure you understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in customer-facing roles, particularly any leadership or management experience. Use specific examples that demonstrate your ability to motivate and develop a team.
Showcase Your Skills: Clearly outline your communication, organizational, and problem-solving skills in your application. Provide examples of how you've successfully managed customer inquiries and improved service delivery in previous roles.
Express Your Passion: Convey your enthusiasm for delivering exceptional customer service and your commitment to continuous improvement. This can set you apart from other candidates and show that you align with Leeds Federated's mission.
How to prepare for a job interview at Leeds Federated Housing Association Ltd
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for delivering exceptional customer service. Share specific examples from your past experiences where you went above and beyond to meet customer needs.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you've motivated and developed teams in the past. Highlight any experience you have with coaching or mentoring team members.
✨Be Ready to Discuss Improvement Initiatives
Think about times when you've identified areas for improvement in customer service processes. Be prepared to share your ideas on how to enhance service offerings and drive continuous improvement.
✨Familiarize Yourself with Key Performance Indicators (KPIs)
Understand the importance of KPIs in a customer service role. Be ready to discuss how you've monitored performance and implemented changes to meet or exceed these standards in previous positions.
