Customer Experience Team Leader

We are looking for an experienced and passionate Customer Experience Team Leader to champion outstanding customer service across our organisation. In this rewarding role, you will lead and motivate a team of Customer Experience Advisors, driving performance and maintaining the highest standards of service delivery - ensuring that every customer interaction reflects our commitment to meeting diverse needs and exceeding expectations.

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 customers' 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.

Requirements

Outline of key responsibilities...

• Lead, coach and mentor a high-performing Customer Experience team, role modelling excellence and embedding a culture of fairness, transparency, dignity and respect in every customer interaction
• Oversee the resolution of complex customer issues, fostering a continuous learning culture where the team are supported to invite and respond to customer feedback in the moment
• Manage daily operations and workflows across a wide range of services including repairs diagnostics, complaints and ASB triage, housing options advice, payment collection, safeguarding reporting and damp and mould triage, ensuring all functions are delivered to a consistently high standard
• Monitor KPIs and performance metrics to measure operational effectiveness, report on progress and drive a high-performance culture across the team
• Take direct responsibility for the management of the Handyperson and Assisted Gardening Schemes, ensuring services are delivered efficiently and to the satisfaction of customers
• Champion the use of technology and digital self-service tools, while ensuring that customers who need or prefer personal services can always access them
• Ensure the team operates in full compliance with all relevant regulations and standards, supported by clear, comprehensive and up-to-date procedures

We are looking for someone who has...

• A proven track record of supervising and leading diverse customer service teams, with the ability to inspire, motivate and bring out the best in those around them
• A genuine commitment to getting things right first time and delivering excellent customer experience, with high personal standards and a dedication to continuous improvement
• Excellent communication and collaboration skills, with the ability to build effective relationships across a wide range of people and audiences
• Strong problem-solving skills and a can-do attitude, with the ability to identify the root cause of issues, design practical improvement plans and bring others along on the journey
• The ability to manage multiple priorities and workstreams simultaneously, instilling confidence in colleagues and customers through effective and organised delivery
• A commitment to their own personal and professional development, and to supporting the growth and development of those they lead

Benefits

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: £35,741.66
• 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.