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- Tasks: Champion customer experiences by handling feedback and complaints with care.
- Company: Join Macmillan Cancer Support, a leading charity dedicated to helping those affected by cancer.
- Benefits: Enjoy 25 days holiday, flexible working hours, and access to over 120 learning opportunities.
- Why this job: Make a real impact while working in a supportive and values-driven environment.
- Qualifications: Experience in customer care and a good understanding of GDPR is essential.
- Other info: This is a 9-month fixed-term contract with options for remote work.
The predicted salary is between 28800 - 42000 £ per year.
Join to apply for the Customer Feedback Case Officer role at Macmillan Cancer Support.
Macmillan Cancer Support provided pay range. This range is provided by Macmillan Cancer Support. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range: Customer Feedback Case Officer
Fixed Term Contract (9 months)
Full time (34.5 hours), we are open to a conversation about how you work these hours.
Location – Split between home and our Shipley Office.
About us: At Macmillan you’ll find talented people working together to do whatever it takes to support people living with cancer. We’re going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.
About the role: In this role you will have an opportunity to champion and deliver an unrivalled experience to all customers, leading on handling complaints, feedback and compliments across all channels, in accordance with Macmillan’s values, regulatory requirement policies and standards. You will produce analysis on feedback, identify trends and share opportunities for improvement to the process. A significant part of your role will be building effective relationships with internal colleagues and external agencies on behalf of Macmillan to ensure accurate, appropriate and full responses are provided to complainants in line with agreed SLAs.
About you: The successful candidate will demonstrate the following skills and experience:
- Experience of customer care or customer relations and resolution management
- A good understanding of GDPR guidelines
- The ability to produce a range of detailed written communications
- A sound working knowledge of IT systems such as Microsoft Office, CRM as well as databases in order to extract and manipulate data
In return, we offer a range of benefits including:
- 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
- Pension matched up to 7.5%
- 120+ learning and development offers, with access to external professional qualifications
- Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
- Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more
Recruitment Process: Interview dates: w/c 14th July 2025. To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed.
Seniority level: Associate
Employment type: Contract
Job function: Customer Service
Industries: Non-profit Organizations, Public Health, and Health and Human Services.
Customer Feedback Case Officer employer: Macmillan Cancer Support
Contact Detail:
Macmillan Cancer Support Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Case Officer
✨Tip Number 1
Familiarise yourself with Macmillan Cancer Support's values and mission. Understanding their commitment to supporting people living with cancer will help you align your responses during interviews and demonstrate your passion for the role.
✨Tip Number 2
Brush up on your knowledge of GDPR guidelines, as this is crucial for handling customer feedback and complaints. Being able to discuss how you would ensure compliance in your role will set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've successfully managed customer complaints or feedback in the past. Highlighting specific situations where you resolved issues effectively will showcase your experience and problem-solving skills.
✨Tip Number 4
Network with current or former employees of Macmillan Cancer Support if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Customer Feedback Case Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and skills required for the Customer Feedback Case Officer position. Tailor your application to highlight relevant experiences that align with these requirements.
Showcase Your Communication Skills: Since the role involves producing detailed written communications, ensure your CV and cover letter reflect your writing abilities. Use clear, concise language and provide examples of past experiences where you effectively communicated with customers or stakeholders.
Highlight Relevant Experience: Emphasise any previous experience in customer care or complaint resolution. Provide specific examples of how you handled feedback or complaints, and mention any familiarity with GDPR guidelines, as this is crucial for the role.
Personalise Your Application: Make your application stand out by personalising it. Mention why you want to work for Macmillan Cancer Support specifically, and how their values resonate with you. This shows genuine interest and alignment with their mission.
How to prepare for a job interview at Macmillan Cancer Support
✨Understand Macmillan's Values
Before your interview, take some time to research and understand the core values of Macmillan Cancer Support. Demonstrating that you align with their mission to support people living with cancer will show your commitment and passion for the role.
✨Prepare for Customer Scenarios
As a Customer Feedback Case Officer, you'll be handling complaints and feedback. Prepare for situational questions by thinking of examples from your past experiences where you successfully resolved customer issues or improved processes based on feedback.
✨Familiarise Yourself with GDPR Guidelines
Since the role requires a good understanding of GDPR, brush up on these guidelines before your interview. Be ready to discuss how you would handle sensitive information and ensure compliance in your responses.
✨Showcase Your Communication Skills
Effective communication is key in this role. During the interview, make sure to articulate your thoughts clearly and provide detailed written examples of your previous communications. This will highlight your ability to produce high-quality written reports and responses.
