Customer Improvement

6 months ago


Stafford, United Kingdom Housing Plus Group Full time

We have an exciting opportunity for a **Customer Improvement and Insight Officer **to join our new Customer Advocacy Team on a full time, permanent basis.

You will need to be passionate and have experience of working with customers. You will also have experience of working within a customer complaints and insight setting and have the drive and enthusiasm to influence change.

We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.

**The role**

As our new Customer improvement and insight officer, you will have an opportunity to shape the way we deliver services and make positive changes using customer feedback. You will be responsible for the review and analysis of customer feedback data to identify key trends and improvements for the Group. Working in partnership with the Customer Experience Team to maintain stakeholder relationships to align and drive demonstrable change across the business. Supporting the Customer Advocacy Team Leader in imbedding improvement actions arising from customer feedback and working with the teams advocates to identify issues and root cause.

**What skills and experience we are looking for**:

- Minimum of 2 GCSEs in English and Maths (A-C)
- Significant experience and knowledge working in a front-line customer facing role in a similar environment.
- Experience of working in a customer complaints and insight setting.
- Experience of case management systems or equivalent tools.
- Experience of process development and improvement.
- Good I.T. skills, including Microsoft Word and Excel and Visio. Aptitude to learn new systems as required.
- Ability to work flexibly.
- Ability to plan, manage pressure and meet deadlines.
- Ability to promote a strong customer focus in service delivery.
- Excellent written and verbal communication skills.

*
- _We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details._

**Job Types**: Full-time, Permanent

Pay: £28,962.57 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Paid volunteer time

Ability to commute/relocate:

- Stafford: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

- Has the right to work in the UK

**Education**:

- GCSE or equivalent (required)

Work Location: Hybrid remote in Stafford

Reference ID: 315



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