At a Glance
- Tasks: Lead the delivery of outstanding customer experiences and drive excellence at every touchpoint.
- 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: Diversity and inclusion are at our core; we value every voice.
- Why this job: Make a real impact by enhancing customer experiences in a supportive environment.
- Qualifications: Passion for customer service, strong communication skills, and team management experience.
The predicted salary is between 48436 - 48436 € per year.
Lead the delivery of outstanding customer experiences as our Customer Experience Manager - using insight, innovation, and strong leadership to drive excellence at every touchpoint.
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.
Please note that this role is on an initial 12 month FTC (with genuine potential to go permanent).
Requirements
- 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.
- Customer Service: Coach a high-performing customer experience team, inspiring and role modelling excellence.
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.
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: £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%).
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.
Customer Experience Manager (King's Lynn) employer: Goodman Masson
Freebridge Community Housing is an exceptional employer dedicated to fostering a culture of belonging and continuous improvement. With a strong commitment to employee growth, generous benefits including extensive holiday leave, health and wellbeing support, and a focus on diversity and inclusion, we empower our team to deliver outstanding customer experiences in a supportive environment. Join us in making a meaningful impact in the community of King's Lynn while enjoying a rewarding career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (King's Lynn)
✨Tip Number 1
Get to know the company inside out! Research Freebridge Community Housing, their values, and recent achievements. This will help you tailor your approach and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the interview process. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience management. Think about how you can demonstrate your passion for excellent service and your ability to inspire others. We want to see your personality shine through!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Manager (King's Lynn)
Some tips for your application 🫡
Show Your Passion:When writing your application, let your passion for delivering excellent customer service shine through. We want to see how you can inspire others and create outstanding experiences for our customers.
Tailor Your Application:Make sure to tailor your application to highlight your experience in managing diverse customer service teams. We’re looking for someone who can drive performance and engagement, so share specific examples that demonstrate this.
Be Solutions-Focused:We love a proactive mindset! In your application, mention how you've identified root causes of issues and implemented improvement plans. This shows us you’re not just about identifying problems but also about finding solutions.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it gives you a chance to explore more about our values and what we stand for at Freebridge.
How to prepare for a job interview at Goodman Masson
✨Know Your Customer Experience
Before the interview, dive deep into what makes a great customer experience. Familiarise yourself with Freebridge's values and how they translate into exceptional service. Be ready to share examples of how you've driven customer satisfaction in previous roles.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to inspire your team. Prepare to discuss your leadership style and provide specific instances where you've motivated a team to achieve outstanding results. Highlight any coaching or mentoring experiences you’ve had.
✨Be Data-Driven
Understanding customer insights is crucial for this role. Brush up on how to collect and analyse customer feedback effectively. Be prepared to discuss how you've used data to identify weaknesses and implement improvements in past positions.
✨Emphasise Continuous Improvement
Freebridge values innovation and continuous improvement. Think of examples where you've proactively identified areas for development and successfully implemented changes. Show that you're not just about maintaining standards but also about elevating them.
