Customer Experience Manager

Freebridge Community Housing; King's Lynn; On-site; GBP 44,000 - 53,000; Full time

Benefits offered by this job

Annual Salary

Holidays

Employee Discounts

Leave Policies

Health & Wellbeing

Charitable Leave

Gym Membership

Pension

Job summary

Freebridge Community Housing in King's Lynn is seeking a Customer Experience Manager to lead outstanding customer experiences through insight, innovation and strong leadership at every touchpoint. The role focuses on shaping the customer journey, coaching our customer experience team, and ensuring services meet the needs of diverse tenants across West and North Norfolk.

Join a values-led charity-style housing provider with competitive pay, generous benefits and a commitment to Belong, Own It,

Qualifications

• Proven ability to lead customer-focused teams and drive service improvements.
• Strong communication and relationship-building skills across multiple stakeholders.
• Experience using customer insights to inform service delivery and strategy.
• Proven track record of coaching high-performing teams to deliver service excellence.
• Ability to manage multiple priorities and drive continuous improvement.

Responsibilities

• Lead the delivery of the customer experience plan across touchpoints.
• Oversee accurate data recording and use insights to inform improvements.
• Coach and develop the customer experience team to exceed quality standards.
• Ensure services are delivered consistently to diverse customer groups.
• Promote fairness, transparency, dignity and respect in all interactions.

Skills

Customer management leadership

Customer service excellence

Communication skills

Stakeholder engagement

Data analysis / insight

Job description

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.

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.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications.