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- Tasks: Lead the charge in delivering exceptional customer experiences and drive continuous improvement.
- Company: Join Freebridge Community Housing, dedicated to providing quality homes for all.
- Benefits: Enjoy a competitive salary, generous holiday leave, and health support.
- Other info: Opportunity for career growth and a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Passion for customer service and experience managing diverse teams required.
The predicted salary is between 48436 - 48436 £ per year.
Lead the delivery of outstanding customer experiences using insight, innovation, and strong leadership to drive excellence at every touchpoint. Our goal is to provide affordable, safe, and quality homes for current and future generations, for those who need a place to call home. 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. Please note that this role is on an initial 12 month FTC (with genuine potential to go permanent).
Outline of key responsibilities
- Customer Insight: Responsible for ensuring accurate and timely recording and collection of data on our services against our promises made to customers, to inform insight into the customer journey.
- Customer Action: Act as an ambassador for continuous improvement, proactively monitoring services to identify weaknesses and opportunities for development. Encourage continuous customer feedback.
- Customer Experience: Oversee the operational delivery of the customer experience plan.
- Service Delivery: Oversee management of resources to ensure the services of the customer experience team are always delivered according to expected service standards.
- Service Quality: Establish quality assurance mechanisms to ensure that the Customer Experience Team deliver services which exceed the expectations outlined in our Customer Charter including:
- Ensure services are delivered consistently to a high standard, in a way which meets the needs of each of our customer groups.
- Embed the principles in the team of fairness, transparency, dignity and respect.
- Provide clear and accessible information about services, rights, and responsibilities at all touch points.
We are looking for someone who has:
- A passion for delivering excellent customer service, with the ability to inspire others to do the same.
- Strong communication and collaboration skills, with a proven ability to build effective relationships and influence those around you.
- Experience managing diverse customer service teams, driving performance and engagement.
- A proactive, solutions‑focused mindset, with the ability to identify root causes, resolve issues, and implement improvement plans that gain team buy‑in.
- The ability to manage multiple priorities effectively, while building confidence and trust with colleagues and stakeholders.
- A clear commitment to continuous personal and professional development.
- A full UK driving licence and access to own vehicle.
What’s in it for you?
- An Annual Salary of: £48,436.97.
- 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%).
Customer Experience Manager in Norfolk employer: Freebridge Community Housing
Contact Detail:
Freebridge Community Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Norfolk
✨Tip Number 1
Network like a pro! Get out there and connect with people in the housing sector. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your passion for customer service! When you get the chance to chat with potential employers, share stories that highlight your commitment to delivering outstanding experiences. Let them see how you embody the values of Belong, Own It, and Think Customer.
✨Tip Number 3
Prepare for interviews by researching Freebridge’s recent achievements and challenges. This will help you tailor your responses and show that you’re genuinely interested in making a difference in their customer experience team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Freebridge team and contributing to our mission of providing quality homes.
We think you need these skills to ace Customer Experience Manager in Norfolk
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for delivering excellent customer service shine through in your application. We want to see how you can inspire others and make a real difference in the customer experience.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your relevant experience and skills. Use keywords from the job description to show us you understand what we're looking for.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you the perfect fit for the role.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Freebridge Community Housing
✨Know the Company Inside Out
Before your interview, make sure you research Freebridge Community Housing thoroughly. Understand their mission, values, and recent achievements. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Showcase Your Customer-Centric Mindset
As a Customer Experience Manager, it's crucial to demonstrate your passion for excellent customer service. Prepare examples from your past experiences where you've gone above and beyond for customers or led initiatives that improved customer satisfaction. This will highlight your alignment with Freebridge's values.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging situations. Think of specific scenarios where you identified weaknesses in customer service and implemented successful improvement plans. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Team Leadership Skills
Since the role involves coaching a high-performing team, be ready to discuss your leadership style and how you inspire others. Share examples of how you've built effective relationships within diverse teams and driven performance. This will demonstrate your capability to lead the Customer Experience Team at Freebridge.