Leeds Federated is a housing association with around 4,300 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. We are continuing to develop new housing which offers value for money for the organisation and is affordable for our customers.  We are committed to delivering 1,500 new affordable homes over a ten-year period.

With the cost of living putting even greater pressures on our customers, we want to ensure we deliver efficient, effective services that enable customers to thrive. We’re passionate about driving continuous improvement for our customers and believe this is an amazing opportunity to make a real difference.

Following a review of our approach to handling customer contact, we are combining the repairs and housing contact team to create a fully integrated service.

This is a newly created role which will lead and manage a team providing high quality first line customer contact services across all customer facing business functions.

You will be involved in the creation of the new integrated contact centre, helping to shape the service and putting in place training plans to ensure that the team is a success when launched.

You will then lead the delivery of a person-centred service which emphasises qualities of listening, empathy and flexibility in responding to contact from our customers and maximise opportunities for resolution at the first point of contact.

As Customer Contact Manager you will build strong collaborative relationships with other service areas to help improve the effectiveness of our services

We are looking for someone with significant experience of working in a management level customer service role. You will need to be able to lead and motivate a team to perform to a consistently high standard as well as building and maintaining a culture of curiosity and continuous improvement.

We would also require you to have experience of resolving complex customer queries and complaints, of setting, managing, and reporting on budgets and initiating and implementing service improvements.

It would be beneficial if you have up to date knowledge of housing and/or property management practices, understanding of housing policy and the experience of social housing residents.
As well as a competitive salary we can offer you:

* Agile working environment
* 30 days annual leave
* DC pension schemes
* Cycle to Work Scheme
* Health cash plan

The closing date for this role is: noon on Sunday 19th November 2023

Interviews will take place: Monday 27th November 2023