Job Title: Customer Experience Team Leader
Location: Leeds
Salary: GBP33,000 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, were offering an exciting opportunity to lead, inspire, and make a meaningful impact in our Customer Experience team. If youre 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 youll 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 were 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, were 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 for this role.
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