Freelance Customer Experience Coordinator
Location: Berwick-upon-Tweed
Contract: Freelance (with potential for permanent role)
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