Customer Experience Advisor

Join us as a Customer Experience Advisor - where every interaction matters. As the voice and face of Freebridge, you'll be the champion our customers deserve; taking ownership of every enquiry, exceeding expectations, and delivering a consistently outstanding service that makes a real difference to the people and communities we serve.

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 have had numerous achievements, including delivering our customers’ promises and improving homes inline with the Decent Home Standards, 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...

• Customer Experience: Take responsibility for truly listening to what customers want and need in every interaction, working autonomously within an agreed framework to meet those needs and deliver an exceptional experience. Actively seek and value customer feedback at every opportunity, taking ownership of passing this on to help continually develop and improve our services
• Customer Service: Demonstrate the principles of fairness, transparency, dignity, and respect in every customer interaction, ensuring every person feels heard, valued, and supported
• Service Delivery: Ensure the timely and compliant delivery of all activities, processing data accurately and recording all interactions. Maintain an up-to-date understanding of processes, practices, and policies at all times
• Support & Referral: Proactively identify and process handyperson and garden assistance scheme applications. Act sensitively on any concerns raised about customers by completing safeguarding reports, SNQR and Cause for Concern alerts, support assessments and referrals, and administering crisis aid where required
• Housing Advice, Signposting & Tenancy Administration: Provide housing options advice, carry out tenancy audits, and process mutual exchange and tenancy amendment applications, ensuring customers receive clear and accurate guidance throughout
• Customer Enquiries & Feedback: Accurately triage complaints and antisocial behaviour reports, completing risk assessments as required. Process customer payments and manage outbound engagement and feedback surveying

We are looking for someone who has...

• A basic knowledge of building and property components, and how they relate to the services we deliver to our customers
• Proven experience of working with a diverse range of customers in a fast-paced environment, delivering a consistently high standard of service
• Experience of diagnosing and triaging service requests, with the ability to capture, interpret, and act on information accurately and efficiently
• Excellent communication and collaboration skills, with the ability to build effective relationships, inspire those around them, and work as part of a team to deliver outstanding outcomes
• A natural problem-solving approach, with a positive, can-do attitude and the ability to get to the root cause of issues quickly and find practical, customer-focused solutions

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: £30,913.38
• 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.