Are you ready to lead change and inspire excellence as our new Customer Experience Manager?
We’re looking for a transformational leader to take on a brand-new role as Customer Experience Manager—someone who can shape a high-performing team, drive operational excellence, and champion digital innovation. As our Customer Experience Manager, you’ll be an inspiring leader and a passionate champion of our customers. You’ll play a pivotal role in managing the delivery of customer excellence across all touchpoints, leveraging data and insights to drive service improvements and fostering a high-performance culture within your team.
About Freebridge Community Housing:
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 Kings 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.
What you’ll be doing:
Customer Service: Coach a high-performing customer experience team, inspiring and role modelling excellence
Customer Insight: Ensure accurate and timely data collection to inform insights into the customer journey.
Customer Action: Monitor services proactively to identify and improve weaknesses, encouraging continuous customer feedback.
Customer Experience: Oversee the operational delivery of the customer experience plan.
Service Delivery: Manage resources to ensure consistent, high-quality service delivery.
Service Quality: Establish quality assurance mechanisms to exceed customer expectations as outlined in our Customer Charter.
Digital Transformation: Champion innovative service delivery methods that enhance customer satisfaction and efficiency
Change Leadership: Lead the team through a period of transformation, embracing change and embedding a forward-thinking, customer-first culture.
Compliance: Ensure adherence to all relevant regulations and standards.
Organisational Success: Contribute to strategic goals and overall success of the organisation.
Performance Management: Monitor and report on KPIs and metrics, driving a culture of high performance.
What we’re looking for:
Inspiring leadership with a deep commitment to delivering outstanding customer service.
Exceptional communication and collaboration skills, with the ability to motivate others and build strong, effective relationships.
Proven experience managing diverse customer service teams, driving performance and engagement.
A natural problem solver with a people-first mindset, able to identify root causes, develop practical solutions, and lead improvement initiatives with buy-in from all stakeholders.
Confidence in managing multiple priorities, while instilling trust and clarity across teams.
Genuine interest in digital transformation, with curiosity about how AI and automation can enhance customer outcomes.
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:
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 company contributory pension scheme with generous employer contributions
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.
Apply now to join our team and make a difference to lives across West and North Norfolk.