At a Glance
- Tasks: Connect with customers post-repair to ensure satisfaction and resolve any issues.
- Company: Join Leeds Federated, a purpose-driven housing association making a difference.
- Benefits: Enjoy 30 days holiday, flexible leave options, and a healthcare plan.
- Other info: Great opportunity for career growth in a supportive and diverse environment.
- Why this job: Be the voice for customers and help improve their experience in housing.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
- Customer Experience Officer
- £30,000
- Leeds
- 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.
- Interviews Date: 14th – 16th October 2026
If you are ready to take the next step in your career and want to be part of a purpose-driven organisation, apply today!
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.
The Company
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
Customer Experience Officer in Leeds employer: Leeds Federated Housing Association
At Leeds Federated, we pride ourselves on fostering a supportive and inclusive work environment where employee safety and growth are paramount. As a Fire Protection and Compliance Assistant, you will benefit from competitive salary packages, ongoing training opportunities, and a strong commitment to professional development, all while contributing to the vital mission of ensuring community safety in Leeds.
Contact Details:
Leeds Federated Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer in Leeds
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Leeds Federated Housing Association.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Leeds Federated Housing Association. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Officer in Leeds
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Leeds Federated Housing Association.
How to prepare for a job interview at Leeds Federated Housing Association
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Leeds Federated Housing Association's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Leeds Federated Housing Association offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
