Job Description

Job Introduction

At Yorkshire Housing, we're all about creating trust, being curious, making things happen, achieving impact, and having fun! We're on a mission to provide outstanding customer service, and we need a dynamic and motivated leader to join our Customer Experience team.


We're on the lookout for a

Team Manager

to join our

Customer Experience

leadership team on an

18month fixed term contract

to oversee the delivery of a high-quality service to our customers.


Leading the beating heart of Yorkshire Housing, you'll be responsible for the day to day running of our Customer Experience Centre, ensuring all colleagues have the correct support and guidance needed to provide fabulous customer service.

About the role:

Your primary responsibility will be to lead and inspire a team of Advisors and Experts, ensuring they deliver exceptional service across both voice and digital channels. You'll set clear expectations, provide coaching and development, and foster a culture of inclusion and continuous improvement. Your goal will be to create a motivated, high-performing team that takes pride in their work and always puts the customer first.


You'll also play a crucial role in handling customer complaints and operational issues, ensuring a seamless and efficient customer journey. By promoting the use of digital channels and self-service options, you'll help us enhance our customer experience and streamline our processes. Additionally, you'll develop and maintain strategic relationships with stakeholders, promoting a positive profile of Yorkshire Housing and identifying opportunities for service development and improvement.


Want to know more? There's lots of more useful information you can find in the Role Profile!

How does this role fit into the bigger YH-picture?

Our Customer Experience Team Manager's plays a crucial role in ensuring that customers receive exceptional service, which is a key part of making homes places where people can truly thrive. By leading a team that delivers exceptional customer service, you'll help to create trust, drive continuous improvement, and make a real impact on the lives of customers.


One of our big priorities is being customer obsessed. This means improving the experience for both customers and colleagues. As a Customer Experience Team Manager, you'll be at the forefront of this priority, ensuring that your team delivers a seamless and high-quality customer journey.


Our Customer Experience Centre operates between the hours of

8am and 6pm

so you'd work on shift patterns with the other Team Managers to best support the service and ensure appropriate cover. You'll also be responsible for promoting digital channels and self-service options, which aligns with our goal of being pre-emptive and innovative in our approach to customer service.

What we're looking for:

Leadership:

Proven experience leading a team in a call centre setting. You should be able to inspire, motivate, and develop your team to achieve high performance.

Coaching and development:

Ability to coach and develop team members, helping them improve their skills and performance. You'll need to foster a positive coaching culture.

Communication:

Excellent communication and interpersonal skills are essential. You'll need to effectively communicate with your team, stakeholders, and customers.

Problem-solving:

Confidence and ability to handle difficult situations, conflicts, and complaints positively and efficiently.

Analytical skills:

Experience using performance management data to identify coaching opportunities and improve customer experience.

Flexibility:

You'll need to adapt to changing circumstances and work environments.

IT whizz:

Knowledge of call centre software, resource planning tools, and self-service systems. Comprehensive IT experience, especially with MS products.

Growth mindset:

Demonstrate a growth mindset and the ability to lead, coach, and develop a team. You'll need to be eager to develop your own skills and adapt to change.

Customer focus:

A strong focus on delivering exceptional customer experiences. You'll need to put the customer at the heart of everything you do.

Inclusivity:

An understanding of Equality, Diversity, and Inclusivity and how this is applied through our service to customers and colleagues.

Values alignment:

Personal values and approach that align with Yorkshire Housing's values. You'll need to embody our values of creating trust, being curious, making things happen, achieving impact, and having fun.

Bonus points for:

Experience leading a team in a multi-channel environment covering voice, email, SMS, webchat, and self-service.

We want someone who is passionate about customer service, has a positive attitude, and is ready to make a real impact. If this sounds like you, we'd love to hear from you!

What's in it for you...

The salary for this role is

40,500

per annum for a 35-hour week, 26 days annual leave (rising annually to 31 days) plus Bank Holidays. This role is an 18month fixed term contract.


We offer a reward package to suit everyone. At YH, you can claim back for prescriptions, eye tests and more with our cash plan, make the most of a variety of retail discounts and take advantage of our pension scheme where we'll match your contributions up to 9%, just to name a few.


Our people's health and wellbeing is one of our top priorities, and you can make the most of our readily available wellbeing support package. This includes access to a library of free fitness classes, as well as an instant My GP service and free counselling sessions with a trained professional.

So, now you're really interested?

At YH, we're actively building a work environment that's inclusive as well as diverse. 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.

We know that not all candidates will meet every single desired requirement. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you, please go ahead and apply!

If you require additional support with your application, please contact us by email at recruitment@yorkshirehousing.co.uk.

The fine print

The closing date for applications will be

23.11.25,

with interviews pencilled in for

02.12.25

at our Leeds workplace

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we can see this one being really popular so don't wait to get your application in and remember to speak with your manager if you are internal and thinking of applying.