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Customer Experience Lead

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Job Summary

Contract Type:
Fixed Term
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
29/07/2021 23:59
£29,577 - £32,910 per annum
Hours per week:
37 hours per week
Job Category:
Admin / Secretarial / Customer Services
Vacancy ID:
Employment Location:
YHN House, Newcastle upon Tyne
Number of posts:

Job details 

Closing date:
29 Jul

Supporting documents

Further information

Previous applicants need not apply.

At YHN our vision is to be ‘First for Housing’. We have bold plans for the future and our people are key to us achieving our goals, so we want to attract the very best.

We manage more than 26,000 homes on behalf of Newcastle City Council and provide a huge range of support services to our customers. From benefits and money advice to providing a repairs and maintenance service and supporting customers with their tenancies, we strive to make living easier.

Our new business strategy, Destination 2022, sets out how we’re going to achieve our vision. The journey to Destination 2022 is guided by our values - Ready, Amazing, Revolutionary, Energetic - we live and breathe them and they shape how we work day to day.

We offer a forward thinking and open environment where our people are empowered to make a difference, coupled with competitive salaries and a wide range of benefits.

These benefits include flexible working, generous annual leave allowance, local government pension scheme and access to extensive learning and development opportunities plus regular support from your manager.

The Role: Fixed term
Do you love the idea of leading a team to ensure that customers receive a quick and empathetic response to complaints? If you do, this role might be for you.

Listening to customer concerns to ensure that we effectively resolve any complaints and learn from the insight that this provides, is essential if we are to be first for housing.

To help us achieve this, we have invested in a Customer Experience Lead who leads a team of Customer Experience Advisors. The team work with the wider business to resolve complaints in a timely manner, understand what drives people to complain and gather data for a range of stakeholders to continuously make living easier for our customers.

The Person:
You will have experience of leading a team in a customer service environment and inspiring people to deliver outstanding results. This position is ideal for someone who can understand the concerns of colleagues and customers alike and put themselves in their shoes to ensure that we are easy to do business with.

If this excites you and you would like to learn more, there are further details in the job description or contact Kerry Oliver on 07971 049838.

PLEASE NOTE: We do not accept CV’s, only online applications. To apply, click on the “Apply Now” tab. Any communication sent to you regarding your application will be sent to the email address you have set up on your North East Jobs account, so you will need to ensure that you check your inbox.

YHN is an equal opportunities employer and welcomes applications from all groups regardless of gender, sexual orientation, religious belief, disability, age, race, maternity and pregnancy, marriage and civil partnership and gender reassignment.

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