Customer Experience Specialist

Vacancy details

**Talent pool**:

- Operations - Customer Service**Title**:

- Customer Experience Specialist**Contract type**:

- QA Ltd Permanent**Job advert**:
**Customer Experience Specialist**

**Swindon**

**Monday to Friday 9.00-5.30**

**Hybrid; twice a week in the office.**

**About the Position**:
Here at QA, we’re looking for an amazing
- **Customer Experience Specialist** to join our Customer Operations team in Swindon. In a nutshell, this role is all about looking at the experiences of our learners and seeing how we can make them better.**Key Responsibilities**:
**All of our learners complete a post-course-survey and your role will be to go through them and assess and analyse the survey-data.** You’ll then put together a presentation to present to the business about the feedback, plus you’ll look at any concerning feedback and act upon it accordingly. This could mean that you speak to the learner directly and look to see if there are any trends that have appeared that we can address and improve.**The other main aspects of this exciting role are**:

- Provide timely and accurate reporting to all stakeholders
- Contacting learners to establish the reason for their feedback
- Undertaking calls with learners to understand their experience of QA more deeply.
- Improve the analysis of all customer feedback received via our surveys throughout the lifecycle of appropriate QA programmes
- Identify ongoing improvements to the quality and range of our surveys to ensure that the business has the data that it needs in a timely way
- Ensure that customer complaints are identified, owned by the relevant part of the business, acted upon swiftly and any required resolution fed back to the customer in a timely manner
- Analyse complaints data with the aim of identifying common themes, improving any business processes or employee behaviours which are driving customer complaints
- Feed into key projects and change initiatives across QA
- Manage the relationship with stakeholders across the business, ensuring communication is clear and strong
- Monitor improvement and change initiatives to ensure agreed objectives are achieved and the intended business benefits are realised
- (Scroll to the bottom of this advert to read the full Job-Description)**About You**:
**This role would be a great fit if you come from a strong customer-service background and have experience in dealing with/escalating complaints.** You’ll need a calm head on your shoulders, and we’d love you to be able to tick the following boxes, too:
- Data analysis
- Complaint escalation
- Continuous improvement
- Change management
- #LI-Hybrid- #LI-CC2**What We'll Do For You**:
**Still not convinced...? Then how about this ?**

**What We’ll Do For You**

Being a learning partner, we get how important your learning and development is and of course we want you to be the best. We’ll give you the very best development to do your job.**Our perks**:
You’ll work hard and do great things for us, so we’ll make sure your efforts and achievements are well-rewarded with an attractive package and benefits include:
- Competitive salary
- 27 days holiday plus ability to purchase 5 more days
- 3 days a year fully paid training,
- 2 days a year paid charity volunteering
- Medicash (healthcare moneyback scheme)
- £500 referral scheme
- A superb Gymflex scheme
- Our own BenefitsHub to receive loads of discounts

**Want to know more about QA?**
- As part of the QA Group, we are the UK’s leading tech talent and training organisation.**We’re a world-leading provider of digital and tech skills**, enabling organisations and learners to be winners in the digital revolution. With over 3,000 employees globally, we help clients build in-demand tech skills through a comprehensive range of training and talent solutions that blend the best of live and self-paced digital training - including training courses, reskilling bootcamps, tech apprenticeships and degree apprenticeships.**We serve more than 80% of the FTSE 100**, many parts of government and the public sector, and we're one of Microsoft’s largest learning partners globally. We live-trained more than 280,000 people last year, with hundreds of thousands more on our global self-paced digital learning platforms.**Equal Opportunities**:
You’ll instantly be welcomed into our team and here, we celebrate our diversity. We’ve won numerous awards demonstrating our commitment to our inclusive culture. Everyone feels part of QA with our welcoming networks in place from day one, and you’ll have a work buddy to call on anytime from the get-go.Vacancy location

**Location**:

- South West, Wiltshire, Swindon**Job Description**:
**Attachment****:

- 0. 4190 JD.docx (155 Kb)General information

**Reference **:1000004190