Customer Experience Manager

Lead the delivery of outstanding customer experiences as our Customer Experience Manager - using insight, innovation, and strong leadership to drive excellence at every touchpoint.

Our Freebridge Community Housing goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. Freebridge was set up in 2006, to receive the transfer of the Borough Council of King's Lynn and West Norfolk's housing stock. We now have over 7500 properties across West and North Norfolk, in addition to building new homes for social and affordable rent, and to support those who want to move into shared home ownership. We've had numerous achievements, including delivering our tenants' promises and bringing homes to the Decent Homes Standard, affording our customers a much better quality of living. At Freebridge, we live by our values:Belong, Own It, Think Customer, One Team One Purpose, and Be the Change.

Please note that this role is on an initial 12 month FTC (with genuine potential to go permanent)

Outline of key responsibilities

• Customer Insight: Responsible for ensuring accurate and timely recording and collection of data on our services against our promises made to customers, to inform insight into the customer journey
• Customer Action: Act as an ambassador for continuous improvement, proactively monitoring services to identify weaknesses and opportunities for development. Encourage continuous customer feedback
• Customer Experience: Oversee the operational delivery of the customer experience plan
• Service Delivery: Oversee management of resources to ensure the services of the customer experience team are always delivered according to expected service standards
• Service Quality: Establish quality assurance mechanisms to ensure that the Customer Experience Team deliver services which exceed the expectations outlined in our Customer Charter including:
  • Ensure services are delivered consistently to a high standard, in a way which meets the needs of each of our customer groups
  • Embed the principles in the team of fairness, transparency, dignity and respect
  • Provide clear and accessible information about services, rights, and responsibilities at all touch points
• Customer Service: Coach a high performing customer experience team, inspiring and role modelling excellence

We are looking for someone who has

• A passion for delivering excellent customer service, with the ability to inspire others to do the same
• Strong communication and collaboration skills, with a proven ability to build effective relationships and influence those around you
• Experience managing diverse customer service teams, driving performance and engagement
• A proactive, solutions focused mindset, with the ability to identify root causes, resolve issues, and implement improvement plans that gain team buy in
• The ability to manage multiple priorities effectively, while building confidence and trust with colleagues and stakeholders
• A clear commitment to continuous personal and professional development
• A full UK driving licence and access to own vehicle

What's in it for you?

At Freebridge, we're appreciative of our team and you can enjoy the following benefits from joining us, among many more:

• An Annual Salary of: £48,436.97
• Generous Holiday Leave:Enjoy 25 days holiday, plus bank holidays, increasing to 30 days after 5 years of service
• Exclusive Employee Discounts:Access amazing deals through our Reward Gateway
• Comprehensive Leave Policies:Enjoy 6 months full pay for maternity leave and 2 weeks full pay for paternity leave
• Health and Wellbeing Support:Access physio and counselling services, along with an employee assistance programme
• Charitable Leave:One day per year to volunteer for a cause you care about
• Discounted Gym Membership:Stay fit with discounted membership at Alive Leisure
• Pension Scheme:A great pension scheme with generous employer contributions (up to 12%)

Diversity & Inclusion

Diversity is key to our values and culture. We create a workplace where every voice is heard and respected, embracing diverse perspectives to drive innovation. Our inclusive environment empowers colleagues, ensuring equal opportunities for all. We don't discriminate against employees or potential employees based on protected characteristics. We're happy to accommodate reasonable adjustments during the recruitment process to enable you to perform your best. As part of this commitment, we also offer accessibility tours for candidates to help ensure an inclusive and welcoming experience from the outset.