Customer Experience Advisor

Customer Experience Advisor

Salary £26,057 (2026/2027 salary uplift pending)

Location Leeds

Office Based - Monday to Friday

Are you passionate about talking to people?  Are you ready to make a difference, helping people make a home?

Leeds Federated is looking for Customer Experience Advisor to join our Service Improvement Team. As a key member of our customer service team, you’ll be the first point of contact for customers across our housing services. You’ll handle a range of enquiries, from general questions to maintenance and repairs. You will ensure queries are dealt with promptly and accurately. You’ll also support colleagues with essential administrative tasks, helping to keep our services running smoothly and efficiently. We are seeking an honest and curious individual who would like to come and join our team.

What you’ll do: 

• Answer incoming calls from customers, dealing with a variety of enquiries including housing, repairs, and maintenance


• Deliver excellent customer service, providing a professional, polite and helpful service to all customers


• Handle customer enquiries relating to responsive repairs including effective computerised and manual administration  


• Assist with administrative duties including data entry, updating internal databases and correspondence


• Liaises and works effectively with colleagues in other teams/departments to resolve problems 


• Maintain confidentiality and accuracy in all record-keeping and IT systems


• Support our continuous improvement culture and participate in service reviews

To support the needs of the business and our customers We are trialling extended opening hours on the last Thursday of each month (8am–7pm), with contracted hours remaining at 37.5. From time to time, we may request ad-hoc support.

What we’re looking for: 

• Good communication and customer service skills


• Passionate about people


• Confidence when speaking to customers on the phone


• Provide clear next steps and document interactions


• Attention to detail and confident in using IT systems


• Able to collaborate effectively with colleagues while also working independently managing tasks

If you are ready to take the next step in your career and want to be part of a purpose-driven organisation, apply today! 

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.