Freelance Customer Experience Coordinator Location: Ashington Contract: Freelance Rate: Competitive, depending on experience The Role You’ll be the first point of contact for tenants, clients, and site teams — ensuring every customer interaction is handled with care, professionalism, and efficiency. Your role will be central to making sure our residents feel heard, supported, and informed at every stage of our work. Key responsibilities: Managing incoming tenant enquiries and complaints with empathy and efficiency Liaising between residents, site teams, and management to ensure smooth communication Monitoring customer feedback and identifying opportunities for service improvement Supporting project teams with updates, scheduling, and reporting Maintaining accurate records in line with company and client requirements About You We’re looking for someone who: Has previous experience in customer service, housing, or construction (social housing experience a bonus) Is a great communicator — calm under pressure, empathetic, and solution-focused Can work independently and manage their time effectively Is confident using IT systems and reporting tools Brings a proactive, can-do attitude and genuine care for people What We Offer Flexible freelance arrangement with consistent work Supportive, community-driven team environment Opportunity to transition into a permanent position for the right candidate Training and development opportunities as the role grows