Customer Experience Coordinator

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