Customer Experience Team Leader – Service Excellence

Freebridge Community Housing; King's Lynn; On-site; GBP 35,000 - 37,000; Full time

Benefits offered by this job

£35,741.66 annual salary

25 days holiday + bank holidays

Reward Gateway employee discounts

Maternity/paternity leave full pay (6m

Health and wellbeing support

Charitable leave

Discounted gym membership

Pension scheme (up to 12%)

Job summary

Freebridge Community Housing is seeking an experienced Customer Experience Team Leader to champion outstanding service across the organisation. You will lead and motivate a team of Customer Experience Advisors, driving performance and ensuring every interaction reflects our commitment to meeting diverse needs and exceeding expectations.

Based in King’s Lynn, the role offers a generous benefits package including an annual salary of £35,741.66, 25 days holiday plus bank holidays, health and

Qualifications

• Proven track record of supervising and leading diverse customer service teams.
• Commitment to delivering excellent customer experience with high personal standards.
• Ability to communicate and collaborate across a wide range of people.

Responsibilities

• Lead, coach and mentor a high-performing Customer Experience team, embedding fairness, transparency, dignity and respect in every interaction.
• Oversee resolution of complex customer issues and foster a culture of continuous learning.
• Manage daily operations across services including repairs diagnostics, complaints and triage, housing options advice, payment collection, safeguarding reporting and damp/mould triage.
• Monitor KPIs and performance metrics to drive a high-performance culture across the team.
• Directly manage Handyperson and Assisted Gardening Schemes to ensure efficient delivery and customer satisfaction.
• Champion use of technology and digital self-service tools while maintaining access to personal services when needed.
• Ensure compliance with relevant regulations and up-to-date procedures.

Skills

Leadership

Customer service

Communication

Problem solving

Multi-tasking

Staff development

Job description

Freebridge Community Housing is seeking an experienced Customer Experience Team Leader to champion outstanding service across the organisation. You will lead and motivate a team of Customer Experience Advisors, driving performance and ensuring every interaction reflects our commitment to meeting diverse needs and exceeding expectations.

Based in King’s Lynn, the role offers a generous benefits package including an annual salary of £35,741.66, 25 days holiday plus bank holidays, health and