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We have multiple roles open in our Customer Experience Contact Centre and if you're new to the housing industry, it's no problem! As long as you have the skills and the right attitude, we can train you up. All we ask is that you do have a strong customer service background with the passion for going above and beyond to help people and a big appetite for learning!
We’re holding a half day assessment for this role on Saturday the 29th of July 2023 at our new workspace – The Place, please make sure your diary is free on the 29th before applying! One of our recruitment team will give you a call to invite you to the day and give you all the information you need, so keep your phone close as we could call as soon as you press apply! So, what’s in it for you? At YH, you'll be part of a genuinely caring team and an ambitious organisation with big growth plans and loads of scope for development. Here are the main things we think you’ll love about this role:

• Full and part time hours available
• Salary £23,316.63 for a 35-hour week plus benefits
• Hours available between 08.00 – 18.00 Monday to Friday
• 25 days annual leave (raising annually to 30 days) plus Bank Holidays

• Some top of the range tech and office furniture to carry out your job from home
• A contributory pension scheme where we will match your contributions up to 9%
• A benefits platform that suits everyone

The role As a Customer Experience Advisor, you’re the voice of Yorkshire Housing. You’re on the front-line of our services, chatting to our customers over the phone and via email to help them resolve problems and answer any questions, creating a quality and seamless customer journey.
This is a really interesting role where you can dig deep into individual customers queries and use your initiative to turn around their situation. Knowing you've made a positive difference to someone's life every day will leave you feeling fulfilled.
As part of the Customer Experience Contact Centre Team, you'll process rent payments, answer rent enquiries and negotiate affordable and sustainable payment plans with our customers by providing support, advice, and signposting customers to our tenancy and money management advice teams.
As with any role it doesn't come without its challenges, so you'll need to be prepared to tackle some difficult situations. No day is ever the same in this role which will often include difficult cases where your exceptional people skills will come into play to deliver a first call resolution.
You’ll be trusted to help people in a way that you’d like to be helped, all whilst playing your part to help YH achieve its ambitious strategic goals. You'll be part of a supportive team but it’s important to mention that a large proportion of this role will be home-based, so you need to be comfortable with this way of working.
You’ll prioritise and book in repairs, helping customers to diagnose faults and where possible fix it on the phone. Also, you’ll discuss neighbourhood queries, record and advise on Anti-social behaviour and offer guidance and advice to help customers maintain their tenancy.
As this is such a varied role, we struggled to pick out the main bits – but you can find out more by reading the job profile attached. What do we need from you? Well, it would be great if you have:

• Previous experience working in a busy contact centre

• Excellent communication and negotiation skills and the ability to resolve complex customer queries and challenging situations
• The ability to prioritise calls, manage your workload and meet KPI’s
• The ability to maintain a system record of highly accurate notes
• Housing experience
• Experience of using a Customer Relationship Management (CRM) System

Great communication skills are essential, as a large part of your day will be spent on the telephone talking to people. You'll have an inquisitive mind and take a flexible attitude towards resolving problems to a successful conclusion. You'll be empowered to take ownership and responsibility of customer queries.
But most of all, we want to hear from people who are passionate about customer service, possess a strong work ethic and a flexible approach. We will of course provide you with a full and comprehensive training plan, so if you have the confidence, systems skills and a willingness to learn that’s perfect! So, now you’re really interested? At YH, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
If you require additional support with your application, please contact our recruitment team - [email protected]. The finer print: If you're applying internally, you must inform your line manager.
The closing date for applications is the16th of July 2023, but we may close earlier if we find the right candidates.
We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future!
We're going to be getting in touch with candidates as applications roll in, initially our recruitment team will be calling you on the number provided on your application form so please make sure this is up to date so we can get in touch with you.