At a Glance
- Tasks: Lead a passionate team to deliver outstanding customer service and resolve complex issues.
- Company: Join Freebridge Community Housing, dedicated to providing quality homes for all.
- Benefits: Enjoy competitive salary, generous holiday leave, and health support.
- Other info: Embrace diversity and inclusion in a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in leading diverse teams and a commitment to excellent customer service.
The predicted salary is between 35741 - 35741 £ per year.
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
- 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
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.
Customer Experience Team Leader in King's Lynn employer: Freebridge Community Housing
Freebridge Community Housing is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where every voice is valued. As a Digital Skills Trainer, you will benefit from generous holiday leave, comprehensive health support, and a strong pension scheme, all while contributing to meaningful projects that enhance the lives of residents in West and North Norfolk. Join us in making a difference while enjoying exclusive employee discounts and opportunities for professional development in a diverse and inclusive environment.
Contact Details:
Freebridge Community Housing Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Leader in King's Lynn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Freebridge Community Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Freebridge Community Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Team Leader in King's Lynn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Freebridge Community Housing:Your cover letter is your chance to shine! Tell us why you want to work at Freebridge Community Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Freebridge Community Housing!
How to prepare for a job interview at Freebridge Community Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
