Are you a positive, proactive person who genuinely cares about making a difference for customers? Do you have great people skills and understand how powerful listening is in driving service improvements?
We’re looking for a Customer Experience Officer to join our dedicated team at South Yorkshire Housing Association. You’ll help ensure customer voices are heard and acted on—through complaints resolution, customer engagement activities, and gathering insight to shape services around what our customers truly need and value.
We’re after someone empathetic, with a dynamic attitude, ready to collaborate across teams to support outstanding customer experiences. If you’re passionate about influencing change, supporting innovation, and putting customers at the heart of everything—this is the role for you.
At SYHA, we’re a supportive, values‑driven workplace offering flexibility, a caring and friendly team, and a great package of benefits. The role is based in our Rockingham Street Office in Sheffield, with the flexibility to work on a hybrid 50/50 basis.
Our wider benefits
* Salary - £33,178 - £33,969 (Pro rata if part time)
* Working hours - 37 hours per week and open to part time working hours
* Generous holiday entitlement - 27 days annual leave, statutory bank holidays plus an additional 4 SYHA days, pro rata.
* 5% pension contribution
* Excellent flexible working options including Flexi Time, Condensed Hours, Part Time, and Job Share.
Excellent benefits include
* SYHA Rewards - employee discount scheme, which offers cash back and shopping discounts. Plus, advice and resources on health eating, financial wellbeing, exercise and mastering your mental health
* Westfield Health (employer paid)
* Counselling
* Discounted Gym membership
* Cycle to work scheme
Access to a wide range of programmes to train and develop you.
For more information about our range of benefits, please visit the Your Wellbeing and Feeling at Home.
More about the role
As a Customer Experience Officer, you’ll play a vital role in ensuring our customers’ voices are heard and acted upon. You’ll work across two key areas—Complaints Handling and Customer Engagement—specialising in one, while remaining flexible to support both.
In the complaints area, you’ll become familiar with the Housing Ombudsman’s Complaint Handling Code and help ensure we respond to complaints fairly, promptly, and professionally. You’ll work with teams to find effective resolutions, identify learning opportunities, and support service improvements based on customer feedback.
In the engagement area, you’ll help plan, organise, and facilitate activities such as workshops, consultations, and scrutiny panels—including supporting our fantastic Customer Scrutiny Panel. You’ll understand the importance of engagement not just for regulatory compliance, but because it’s something we genuinely value.
You’ll also contribute to our survey programme, helping to gather and analyse feedback, and turning insights into actions that shape how we deliver services. This is a varied and rewarding role where your work will directly influence how we improve and innovate for our customers.
Who you are
You’re a proactive, empathetic, and customer‑focused individual who brings:
* A genuine desire to work with people and make a positive difference
* Experience in customer service, especially handling feedback, complaints, or sensitive issues
* Strong communication skills, including the ability to write clear, plain‑English letters to customers
* Confidence in having difficult conversations and helping customers feel heard and respected
* Curiosity and a drive to understand how customer feedback leads to real service improvements
* The ability to manage a busy workload, prioritise effectively, and stay organised
* A commitment to inclusion and making services accessible to all customers
* Willingness to learn and apply relevant regulatory and legal standards in your work
Who we are
At South Yorkshire Housing Association, our purpose is for our customers to settle at home, live well and realise their potential.
Feeling settled and living well means different things to the people and families that live across South Yorkshire. So, we work with people in different ways - from our extra‑care housing, to providing services and opportunities that individuals can access in their home, workplace and community, to creating houses for affordable rent.
Our employees enable us to create the best services, support, and experiences for our customers. We believe that difference makes us better, and that our services are made stronger by having a diverse workforce. We encourage and welcome applications from all backgrounds.
Please note that we may remove this advert prior to the advertised date, dependent on the level of response received. Please apply at your earliest convenience.
At SYHA, we value the incredible contribution and talent that people with disabilities can and do bring to our workplace and we are proud to be a Disability Confident Employer. As part of our commitments, we will ensure that disabled applicants who meet the essential criteria for the role will be guaranteed the opportunity to demonstrate their abilities at interview.
To be considered under the scheme, disabled applicants must disclose their disability (as defined by the Equality Act 2010) on the Equal Opportunities section of the job application.
SYHA does not hold a sponsorship license and are unable to provide visa sponsorship.
Closing Date: 26th November 2025 at midnight
Interview Date: 4th December 2025
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