Assistant Director of Customer Experience

We have an exciting opportunity for an Assistant Director Customer Experience to lead and enhance our customer service strategy, ensuring that our services are tailored to meet the diverse needs of our tenants and residents. This role is vital in shaping exceptional customer moments and ensuring a culture of continuous improvement across the organisation.

You will be joining a modern thinking company in the process of significant change. As the largest provider of social housing in West Norfolk, Freebridge is committed to making innovative improvements to its services, shaping its organisational structure to better serve our communities.

We are passionate about empowering our people to be the best they can be and are committed to a culture of inclusivity where colleagues are “free to be me.” Additionally, we prioritise our people by offering hybrid/agile working, a robust pension scheme (up to 12% employer contributions!), and various other benefits that reflect our appreciation for the hard work everyone contributes here. We each work to our Freebridge Values; Belong, Own It, Think Customer, One Team One Purpose and Be the Change.

In line with our five-year strategy, we are looking to build 750 new homes by 2026! This strategy will help us reach our long-term ambitions over the next 10-20 years, establishing a critical foundation for investing in properties, communities, and achieving key targets.

Freebridge Community Housing is the largest provider of housing in West Norfolk, set up in 2006 to receive the transfer of homes from the Borough Council of King’s Lynn and West Norfolk. Today, we manage around 7,000 homes across West Norfolk, making a positive impact on thousands of customers within an expansive area of nearly 550 square miles. We have an annual turnover of £30m and employ over 200 people, including our dedicated Property Services team. In our 14 years, we have consistently achieved numerous milestones, fulfilling our commitments to tenants and significantly improving housing standards.

• Lead the development and delivery of an innovative customer experience strategy that aligns with Freebridge's mission and values.
• Enhance customer engagement through various communication channels, ensuring timely and relevant interactions.
• Monitor and measure the effectiveness of customer experience initiatives, using data-driven insights to inform decision-making and continuous improvement.
• Collaborate with cross-functional teams to ensure customer-focused solutions are integrated into all service areas.
• Manage and inspire a high-performing customer service team, fostering a culture of excellence and empowerment.
• Act as a key point of contact for customer feedback and insights, utilising this information to drive service enhancements.

Knowledge and Experience

• Proven experience in a senior leadership role focused on customer experience within the social housing or related sectors.
• Strong understanding of customer service principles and best practices.
• Demonstrated ability to drive change and implement strategic improvements in customer experience.
• Excellent communication and interpersonal skills, with the ability to build rapport with a diverse range of stakeholders.
• Experience in managing teams and cultivating a positive, customer-centric culture.

• £87,774.00 per annum
• Full time of 37 hours a week, Monday to Friday
• Great Pension Scheme
• Full access to an Employee Assistance Program
• Customer focused, team working environment
• Employee discount perks including 100s of high street discounts
• 25 days holiday + bank holidays (rising to 30 days after 5 years)