Job Reference:
315
Application deadline:
29/04/2024
Job Description
Job title:
Customer Improvement & Insight Officer
Salary:
£28,962.57 per annum
Location:
Stafford with hybrid working
Hours:
37 hours per week, permanent
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.
Excellent attention to detail and organisational skills.
We can offer you
The flexibility of hybrid working (after probationary period) plus a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days; holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information.
About us
As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.
Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.
Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.
If you want to be part of an organisation that's determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.
How to apply
Please apply by clicking apply within this advert, including your CV and cover letter within your application.
Should you have any questions please contact careers@housingplusgroup.co.uk
Closing date: 29 April 2024 - interviews may take place throughout the advert
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.
We may close this vacancy early if we receive a high volume of applications.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.
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