Recruiting the best talent for Yorkshire Housing!
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 looking for a Team Manager to lead our Customer Experience team on an 18‑month fixed‑term contract and oversee the delivery of a high‑quality service to our customers.
About the role
As Team Manager, you’ll lead and inspire a team of Advisors and Experts, ensuring they deliver exceptional service across 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 handle customer complaints and operational issues, promote digital channels and self‑service options, and develop strategic relationships with stakeholders. Ultimately, you’ll help Yorkshire Housing build a community where customers receive exceptional service and experience seamless care.
What we're looking for
* Leadership: Proven experience leading a team in a call‑centre setting.
* Coaching and development: Ability to coach and develop team members, fostering a positive coaching culture.
* Communication: Excellent communication and interpersonal skills.
* Problem‑solving: Confidence and ability to handle difficult situations, conflicts, and complaints positively.
* Analytical skills: Experience using performance data to identify coaching opportunities and improve customer experience.
* Flexibility: Ability to adapt to changing circumstances and work environments.
* IT knowledge: Experience with call‑centre software, resource planning tools, and self‑service systems.
* Growth mindset: Eagerness to develop your own skills and adapt to change.
* Customer focus: Delivering exceptional customer experiences.
* Inclusivity: Understanding of Equality, Diversity, and Inclusivity and how to apply it.
* Values alignment: Embody Yorkshire Housing’s values of trust, curiosity, action, impact, and fun.
* Experience leading a multi‑channel team covering voice, email, SMS, web‑chat and self‑service.
What’s in it for you…
The salary for this role is £40,500 per annum for a 35‑hour week, with 26 days annual leave (rising to 31 days) plus Bank Holidays.
We offer a reward package that includes a cash plan, retail discounts, a pension scheme with 9% company match, and a wellbeing support package (free fitness classes, instant My GP service, and counselling).
The fine print
Applications close on 23/11/25 with interviews planned for 02/12/25 at our Leeds workplace.
If you need additional support with your application, please email recruitment@yorkshirehousing.co.uk.
Seniority level
* Mid‑Senior level
Employment type
* Contract
Job function
* Management and Customer Service
Industries
* Non‑profit Organisations, Housing Programs, and Housing and Community Development
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