At a Glance
- Tasks: Be the friendly voice of Yorkshire Housing, solving customer queries via phone, email, and chat.
- Company: Join Yorkshire Housing, a supportive team focused on customer experience.
- Benefits: Enjoy 26-31 days holiday, hybrid working, and a great benefits platform.
- Other info: Inclusive workplace welcoming applicants from all backgrounds.
- Why this job: Make a real difference in people's lives while working from home.
- Qualifications: Strong communication skills and experience in a busy call centre environment.
The predicted salary is between 22000 - 26000 € per year.
Are you a people‑person who enjoys solving problems and making a real difference? If so, you could be a great fit as a Call Centre Agent at Yorkshire Housing – officially known internally as a Customer Experience Advisor. We’re recruiting for our next intake and will be holding assessment on Wednesday 3 June in Leeds City Centre – please make sure you’re available before applying.
What’s in it for you?
- Hours: Full time, Monday to Friday (rotating shifts: 8–4, 9–5, 10–6)
- Holiday: 26 days, rising to 31 days, plus Bank Holidays
- Hybrid working: Largely home‑based, with training being a mix of face to face and virtual
- Equipment: High‑quality tech and office furniture provided
- Pension: We’ll match your contributions up to 9%
- Benefits platform: with something for everyone
The role
As a Customer Experience Advisor (Call Centre Agent), you’ll be the first point of contact for our customers and the voice of Yorkshire Housing. You’ll deliver a friendly, calm and professional service across phone, email, web chat and text.
- Deliver excellent, customer‑obsessed service, aiming for first‑time resolution
- Handle a wide range of queries including income, repairs, lettings, tenancy management and anti‑social behaviour
- Accurately update customer records using our systems
- Keep customers informed and supported throughout their journey
- Promote self‑service options and book appointments where needed
This is a supportive team environment, but a large part of the role is home‑based, so you’ll need to be comfortable working independently.
What we’re looking for
- Strong communication and people skills, with the ability to adapt to different customer needs
- Experience in a busy contact centre or call centre environment
- A calm, empathetic and solutions‑focused approach
- Experience using CRM systems and Microsoft applications
- Good organisation, attention to detail and resilience
Full details are available in the attached Role Profile.
Ready to apply? At Yorkshire Housing, we’re committed to building an inclusive and diverse workplace where everyone can be themselves and do their best work. We welcome applications from all backgrounds. If you need support with your application, contact recruitment@yorkshirehousing.co.uk.
Closing date: 17.05.26 (we may close early if we receive strong applications). We’ll be in touch with candidates as applications come in, starting with a virtual conversation before inviting shortlisted candidates to the assessment centre.
Call Centre Agent employer: Yorkshire Housing
Yorkshire Housing is an exceptional employer that prioritises employee well-being and development, offering a supportive team environment alongside the flexibility of hybrid working. With generous holiday allowances, a robust pension scheme, and high-quality equipment provided, employees can thrive both personally and professionally while making a meaningful impact in the community. Join us in Leeds City Centre and be part of a diverse workplace where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Agent
✨Tip Number 1
Get to know the company! Before your assessment, do a bit of research on Yorkshire Housing. Understand their values and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Try role-playing common call scenarios with a friend or family member. This will help you feel more confident when handling customer queries and give you a chance to refine your communication skills.
✨Tip Number 3
Be yourself during the assessment! Yorkshire Housing is looking for someone who can connect with customers, so let your personality shine through. Show them your calm, empathetic approach and how you can make a difference in their customers' lives.
✨Tip Number 4
Don’t forget to follow up! After your assessment, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Call Centre Agent
Some tips for your application 🫡
Show Your People Skills:As a Customer Experience Advisor, your ability to connect with people is key. Make sure to highlight any experience you have in customer service or problem-solving roles. We want to see how you can make a difference!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the extra step.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for strong communication skills right from the start!
Apply Through Our Website:Make sure to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to find all the details you need about the role and the application process there!
How to prepare for a job interview at Yorkshire Housing
✨Know Your Customer Service Basics
Brush up on the fundamentals of customer service. Understand what it means to deliver a friendly and professional service, as this is key for a Call Centre Agent. Think about examples from your past experiences where you’ve successfully resolved customer issues.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and understand the specific responsibilities of a Customer Experience Advisor. Be prepared to discuss how your skills align with handling queries related to income, repairs, and tenancy management.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding the questions asked. Show that you can adapt your responses based on the interviewer’s cues, which is crucial for a role that involves direct customer interaction.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've tackled challenges in previous roles. Highlight your calm and empathetic approach to problem-solving, as this will resonate well with the values of Yorkshire Housing and their commitment to excellent customer service.
