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.

Closing Date: 5th October 2026

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