Customer Experience Advisor

Freebridge Community Housing; King's Lynn and West Norfolk; On-site; GBP 60,000 - 80,000; Full time

Job summary

A community-focused housing organization is seeking a Customer Experience Advisor in King's Lynn and West Norfolk. In this role, you will directly engage with customers to enhance their experience, ensure timely delivery of services, and provide housing advice. Ideal candidates will have strong communication, problem-solving skills, and an empathetic approach to customer needs. The position offers generous holiday leave, employee discounts, and a contributory pension scheme.

Benefits

Generous Holiday Leave

Exclusive Employee Discounts

Comprehensive Leave Policies

Health and Wellbeing Support

Charitable Leave

Discounted Gym Membership

Pension Scheme

Qualifications

• Committed to delivering excellent customer service and getting things right first time.
• Ability to inspire and build effective relationships through strong collaboration skills.
• People-focused problem solver with a can-do attitude, identifying root causes and developing solutions.

Responsibilities

• Engage directly with customers, understanding their needs and delivering solutions.
• Ensure timely and compliant delivery of services while maintaining accuracy in data processing.
• Handle customer enquiries, triage complaints, and manage feedback mechanisms to improve services.

Skills

Customer Focus

Communication

Problem Solving

Teamwork

Empathy

Organisation

Planning

Job description

Overview

Are you ready to make a real difference in customers’ lives? Join us as a Customer Experience Advisor at Freebridge Community Housing. Join our dedicated team as a Customer Experience Advisor, where you will be the voice and face of our organisation, passionately delivering exceptional service to our customers. This role is crucial in acting as an ambassador, champion, and advocate for our customers, ensuring their needs are met with excellence and efficiency.

About Freebridge Community Housing

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 Kings 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.

What you’ll be doing

• Customer Interaction: Engage directly with customers, understanding their needs and delivering solutions that enhance their experience.
• Service Delivery: Ensure timely and compliant delivery of services, maintaining accuracy in data processing and record-keeping.
• Support and Referral: Manage applications for assistance schemes, conduct safeguarding reports, and administer crisis aid.
• Housing Advice and Administration: Provide housing options advice, conduct tenancy audits, and process applications related to tenancy changes.
• Feedback Management: Handle customer enquiries, triage complaints, and manage feedback mechanisms to improve services.
• Repair Diagnostics: Diagnose repair issues effectively, ensuring appropriate planning and scheduling of works in line with policy.

What we’re looking for

• Customer Focus: Committed to getting things right first time and delivering excellent customer service
• Communication: Excellent communicator with strong collaboration skills, able to inspire and build effective relationships
• Problem Solving: People-focused problem solver with a can-do attitude, able to identify root causes and develop solutions
• Teamwork: Confident working both independently and as part of a team, with sound decision-making in the best interests of customers
• Empathy: Empathetic and patient, with the ability to adapt communication style to suit different audiences
• Organisation: Highly organised and detail-oriented, while maintaining pace and efficiency
• Planning: Strong planning and organisational skills, able to manage competing priorities effectively

What’s in it for you?

• 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 company contributory pension scheme with generous employer contributions.

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.

Apply now to join our team and make a difference to lives across West and North Norfolk.