Customer Experience Manager – Housing & Service Excellence
Freebridge Community Housing
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Benefits offered by this job
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
Job description
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,
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