Customer Experience Officer

Housing Diversity Network; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A community-focused housing organization in Leeds is seeking a passionate Customer Experience Officer to join their team. This role involves managing and developing high-quality customer experience services. The ideal candidate will have excellent problem-solving skills, clear communication abilities, and a collaborative mindset. Working 37 hours per week, this position is fixed-term until June 2026, offering a competitive salary along with additional benefits such as annual leave and a health cash plan.

Benefits

26 days annual leave (rising to 31 after 3 years)

Birthday leave

Occupational pension

Health cash plan

Flexible benefits pot

Funding for qualifications and learning events

Qualifications

• Candidate should enjoy problem-solving and triage issues quickly.
• Must communicate clearly and empathetically with customers.
• Maintain professionalism while balancing fairness and policy compliance.
• Build strong relationships across service areas and with stakeholders.
• Log information accurately and track actions to completion.
• Be eager to learn from complaints to improve services.

Responsibilities

• Deliver and manage customer experience and involvement services.
• Coordinate activities within the team and with external stakeholders.
• Ensure customer feedback is turned into actionable improvements.

Skills

Problem-solving

Clear communication

Professionalism

Collaboration

Attention to detail

Continuous improvement mindset

Job description

Customer Experience Officer

Come and make a difference at 54 North Homes as a Customer Experience Officer

We’re looking for a passionate and skilled individual to join us as a Customer Experience Officer in our Customer Experience Team. This is a fantastic opportunity to be part of a team that’s making a real difference in people’s lives.

The purpose of the team is the effective delivery, development and management of the highest possible standard of customer experience and involvement services.

About the Role

We’re looking for a customer‑obsessed, organised individual who is calm under pressure. You’re someone who genuinely cares about getting it right for customers and colleagues. You bring energy, pride and ownership to your work, and you’re at your best when coordinating moving parts, keeping people informed, and turning feedback into improvements.

About You

• Enjoy problem‑solving and can quickly triage issues, spot risks, and decide what needs to happen next.
• Communicate clearly and empathetically, especially when people feel frustrated or worried.
• Stay professional and composed, balancing fairness to customers with policy compliance.
• Collaborate brilliantly, building strong relationships across service areas and with external stakeholders.
• Love tidy systems, logging information accurately and tracking actions to completion.
• Have a continuous improvement mindset, keen to capture learning from complaints and turn it into better services.

Working With Us

You’ll be part of our Customer Experience Team. If you’d like to know more about the role, feel free to reach out to Abida Jamil [e-mail].

Key Details

• Position: Customer Experience Officer – fixed term until June 2026
• Salary: £34,050 per annum plus a Karbon car payment of £2,317 per annum
• Location: Leeds
• Hours: 37 hours per week with agile working

We recognise the contribution people with criminal records can make as colleagues and we welcome all applications. A criminal record will not exclude a candidate from being appointed because of offences that are irrelevant to, and do not place them at, or make them a risk in the role they’re applying for.

The role is covered by the Rehabilitation of Offenders Act 1974. The successful candidate(s) will be asked to submit a basic disclosure and barring check application during pre‑employment checks.

Why Join Us

• 26 days annual leave (rising to 31 after 3 years)
• Birthday leave
• Occupational pension
• Health cash plan
• Flexible benefits pot
• Access to funding for qualifications, conferences, and learning events

Ready to Apply

If this sounds like the role for you, apply via our website: www.karbonhomes.co.uk/careers/.

We love seeing the real you in your application. It’s fine to use AI tools for things like polishing grammar or improving formatting—but your CV and supporting statement should still reflect your own skills, experience, and personality, so we do not accept applications that are fully generated by AI without your own input.

Key dates

Closing date for applications: Tuesday 6 January 2026.

Interview date: Thursday 15 January 2026.

We may close the advert early if we receive a high volume of strong applications—so don’t wait too long to apply!

Just a quick heads‑up about our Christmas closure dates: We’ll be closed from Wednesday 24 December 2025 and back in the office on Friday 2 January 2026. If you get in touch during this time, we’ll respond as soon as we’re back.

We’re Inclusive

We’re proud to be an inclusive employer. We welcome applications from people of all backgrounds, identities, and experiences. If you have a disability and meet the essential criteria, you’ll be guaranteed an interview.

Neurodiversity Support Recruitment

We believe that everyone has unique strengths and skills to contribute to our workplace. We strive to create an environment that is inclusive and accessible for all. As neurodiversity is broad and unique to candidates, we are rethinking the selection process and removing barriers to allow candidates to fully showcase their true abilities and potential.

• Questions in advance of the interview
• Specific and concrete questions rather than hypothetical questions
• Adjustments to the physical working environment (e.g., tests and interviews in a venue with low sensory stimulus)
• Accepting video/recorded CVs where requested
• Recording videos that describe the role and responsibilities – use of visual aids/process maps for hierarchies and processes.
• Extra time for tests/assessments
• Mentors and/or buddies during induction

Further advice

If you need further advice or assistance to apply for the role, please contact the Recruitment Team by email at: [e-mail]