Customer Quality and Insights Manager in Caerphilly

2 weeks ago

Caerphilly Caerphilly, United Kingdom PHS Group Limited Full time

Make a difference A Career for Customer Insight Specialists

Customer Quality and Insights Manager

Caerphilly

Full Time, permanent position - 36.25 hours

Competitive salary and excellent benefits

Do you have a passion for understanding customer's needs and driving change? Are you experienced in Customer Insight and Quality Management? Have you obtained experience in Contact Centres? Do you possess excellent people skills and stakeholder management? If you have answered 'Yes', we have the perfect role for you

We're looking for a dynamic leader who can drive success through change, to join us at phs Group, the leading hygiene services provider in the UK. You will be an excellent communicator with an innovative and creative approach, who has proven experience in delivering outstanding results. It's an exciting role with the opportunity to make a real and positive difference for our customers in a rewarding position within a great team.

Your role as Customer Quality and Insights Manager at phs Group

This is a key role leading a team focused on Customer Quality, Customer Insights, Workforce Management, Training and Customer Experience within a Customer and Contact Centre environment. You'll be focused on ensuring our customers get the best-in-class experience and that we're ahead of the curve in improving the customer experience. We want to be delivering changes to our customers before they identify we need to.

You'll support the Head of Customer Experience to identify where the customer experience needs the most improvement and work closely with the Customer Change Team to provide analysis on the voice of the customer. The role involves actively managing relationships with stakeholders across the business, providing actionable insights that drive decision-making and support the achievement of our commercial objectives. Understanding the data is important at phs, turning it into actionable customer insights, championing the voice of the customer across the group and ensuring we're focused on the needs of the customer.

Key Responsibilities

  1. Lead, inspire and coach a team of Quality Assessors, Insights Analysts, Workforce Management and Training.
  2. Responsible for the delivery and presentation of insights, modelling & forecasting that inform and shape business planning through highlighting opportunities and risks.
  3. Work closely with key stakeholders across the business to understand their insight needs.
  4. Work very closely with the Business Intelligence team using the provided data and producing actionable insights.
  5. Marketing will be a critical stakeholder as you work to ensure improvements are aligned to marketing strategies and customer insights are shared and aligned.
  6. Understanding the businesses performance across customer engagement drivers, providing regular insight as well as deep dives into future trends/views.
  7. Being subject matter expert on the drivers of customer engagement & value; leading the continuous development of our measurement and insights in response to evolving customer expectations and insight capabilities.
  8. Creating insights to deliver at both Senior and Exec levels, integrating multiple inputs into concise, compelling insights. You'll be confident at both writing and presenting reports.
  9. Having a deep understanding of contact centres and experience with back-office functions such as WFM and Training.
  10. Experience in delivering strategies at pace across multiple complex roles and programmes of work.
  11. Develop and manage appropriate team KPIs which are then used to drive the teams' performance.
  12. Lead, inspire and develop the performance and potential of the team, setting clear objectives, allocating work appropriately, developing effective ways of working and ensuring that individuals and the team operate effectively.

This is a great role for someone with extensive experience as an Insight Manager or similar to lead strategic studies and drive forward the advancement of the overall analytical capabilities of the business. It's important that you have a pragmatic approach to working with complex and imperfect data, with a focus on eliciting meaningful insights.

Your experience and strengths

  • An extensive customer insights and quality management background, with experience in customer settings and contact centres.
  • Able to lead insights development and deepen the businesses understanding of key customer issues, with proven ability to implement strategy.
  • A dynamic leader with senior stakeholder experience, able to drive success through change.
  • Excellent people skills and a proven track record of delivering substantial organisational change.
  • An excellent communicator, both verbally and written, able to influence others at all levels.
  • An innovative and creative approach, with a positive energy, the ability to find solutions, and determination to drive outstanding results.
  • Ability to work at pace and deliver high-quality results, both yourself and your team.
  • Continuous improvement mindset, spotting opportunities for how to do things better, simpler, faster.
  • A strong leader, able to quickly build respect and commitment across business-wide teams.
  • An excellent attention to detail and the ability to see the wider business picture.

In return for your commitment and expertise you'll benefit from:

  • A good reward package including competitive salary, car / car allowance and bonus.
  • Employee discounts through phs Perks and our phs Direct online shop.
  • Great hours Monday to Friday (36.25 per week).
  • Free Parking on-site so no parking costs.
  • Buy / Sell holiday scheme.
  • Other benefits such as improved parental leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more
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