Customer Experience Champion for Community Housing

Freebridge Community Housing; King's Lynn; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual salary £30,913.38

25 days holiday + bank holidays

Employee discounts via Reward Gateway

6 months maternity leave full pay & 2…

Health and wellbeing support

Charitable leave: 1 day/year

Discounted gym membership

Pension scheme up to 12%

Job summary

Freebridge Community Housing is seeking a Customer Experience Advisor in King's Lynn to be the voice of our service. You will listen to customers, triage needs, and provide clear options while maintaining compassionate, fair, and efficient support across housing queries.

This role requires a calm, proactive communicator who can work within established processes, handle payments and feedback, and help residents access housing options and referrals.

Qualifications

• Basic knowledge of building and property components related to services.
• Experience working with diverse customers in fast-paced environments delivering high service standards.
• Experience diagnosing and triaging service requests, and recording information accurately.
• Excellent communication and collaboration skills; ability to build relationships and work in a team.
• Natural problem-solving with proactive, customer-focused solutions.

Responsibilities

• Customer Experience: Take responsibility for listening to customers and deliver an exceptional experience, working autonomously within an agreed framework to meet needs and pass on feedback.
• Customer Service: Demonstrate fairness, transparency, dignity, and respect in every interaction.
• Service Delivery: Ensure timely and compliant delivery of activities, processing data accurately and recording interactions.
• Support & Referral: Identify and process handyperson and garden assistance scheme applications and complete safeguarding alerts as required.
• Housing Advice, Signposting & Tenancy Administration: Provide housing options advice, carry out tenancy audits, and process tenancy applications.
• Customer Enquiries & Feedback: Triage complaints and antisocial behaviour reports, complete risk assessments, process payments and surveys.

Skills

Building knowledge

Customer experience

Diagnosing requests

Communication

Problem solving

Job description

Freebridge Community Housing is seeking a Customer Experience Advisor in King's Lynn to be the voice of our service. You will listen to customers, triage needs, and provide clear options while maintaining compassionate, fair, and efficient support across housing queries.

This role requires a calm, proactive communicator who can work within established processes, handle payments and feedback, and help residents access housing options and referrals.