Customer and Communities Advisor

We have an incredible opportunity to join us as a Customer and Communities Advisor. This is a role for someone who truly wants to make a difference - working directly with customers to sustain tenancies, maximise income, and provide expert housing and welfare benefits advice that helps people feel secure, supported, and at home. 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:

• Deliver a customer-focused tenancy service that empowers and supports tenants to sustain their tenancies, finding long-term, person-centred solutions while ensuring the terms of the tenancy are upheld.
• Conduct property viewings and tenancy sign-ups, setting new tenants up for success by providing clear, relevant information about their property and the local area.
• Maintain accurate tenancy records and property information across relevant systems, collecting and updating customer profiling data to assess individual needs and ensure records remain current.
• Assess and manage risks related to tenancy breaches, working collaboratively with colleagues and statutory agencies to ensure victims are appropriately supported and protected.
• Investigate and resolve a range of tenancy breach issues, working closely with customers and colleagues across departments - including supporting access arrangements where required.
• Collaborate with teams across the organisation to ensure properties are well-maintained, safe, and secure for residents, visitors, and staff, and that communal areas are managed in a way that benefits the wider community.

We are looking for someone who has:

• Proven experience working within a customer service environment for a housing provider or other public sector organisation, including direct face-to-face interaction with customers.
• Proven experience of working with a diverse range of customers with varied and complex needs, including the ability to handle challenging and confrontational situations with professionalism and empathy.
• Comprehensive knowledge of safeguarding and domestic abuse best practice, and a clear commitment to upholding the highest standards in this area.
• A working knowledge of welfare benefits and how they apply to customers in a housing context.
• A full UK driving licence and access to their own vehicle.

What’s in it for you?

• An Annual Salary of: £35,608.22.
• 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.