At a Glance
- Tasks: Manage customer satisfaction data and drive insights for workplace improvements.
- Company: Join the Government Property Agency, transforming civil service workplaces.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Diverse team committed to equality, diversity, and inclusion.
- Why this job: Make a real impact on government workplaces and enhance employee experiences.
- Qualifications: Experience in data management and strong communication skills.
The predicted salary is between 36000 - 39494 £ per year.
The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government’s office estate. We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. We are looking for innovative, solutions-focused people to join our team.
Representing the best covenant in the UK – His Majesty’s Government – we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost-effective property services such as asset management, lifecycle replacement and workplace services.
Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together:
- Striving for excellence - We always aim to deliver great results
- Empowering through respect - We insist on fair treatment for all, always
- Acting with integrity - We consistently do the right thing
- Succeeding together - We rely on each other to achieve success
We are committed to representing the communities we serve by making Equality, Diversity, and Inclusion (EDI) part of everything we do. Our strong emphasis on EDI is not just about driving inclusion across our organisation, it is also about ensuring our services meet the needs of government departments and the civil servants who use our spaces. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community.
Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction.
The Workplace Experience Team is a high-performing, motivated and collaborative team dedicated to delivering a portfolio of customer-focused initiatives. Our work spans Customer Experience, Workplace Change and Customer Insight, ensuring that our services meet the needs of civil servants and the wider public sector.
The Customer Insight function is responsible for ensuring the voice of our customers is represented in delivering great places to work across government. We play an integral role in using customer insight and data to influence workplace design, strategies and a culture of continuous improvement, ensuring that government workplaces are effective and engaging for our customers.
The Customer Insights Coordinator will be responsible for designing, managing and overseeing the customer satisfaction database. Managing and coordinating the customer insights pipeline, ensuring the effective delivery of data-driven insights that inform strategic decision-making and workplace improvements. Your role will be essential in driving operational excellence, overseeing requests for customer insights data, aligning insights with departmental and business objectives.
Key Responsibilities
The Customer Insight Coordinator is a critical role that supports the Customer Insight team and the realisation of the GPA ambition to deliver great places to work within Government Hubs, GPA office buildings and wider government transformation programmes. Responsibilities include:
- Database Administration: Set up, manage and oversee the Customer Satisfaction database and support the transition of data to platforms like PowerBI.
- Insight management and coordination: Managing the overall customer insights pipeline, including establishing a "front-door" process to manage all data and survey requests for effective planning. This includes leading the coordination of the Customer Satisfaction (CSAT) survey pipeline, managing logistics, and setting up surveys in Qualtrics.
- Customer Insight governance and compliance: The coordinator promotes, and manages the Gatekeeper process (Customer Activity Matrix) to coordinate all survey submissions within the GPA and amongst our RSCPs. This includes ensuring GDPR compliance with internal and external partners (RSCPs), improving data quality and protection, and enabling effective decision-making by the Gatekeeper Committee. This process has raised research standards across the GPA and our partners.
- Data Reporting and Communication: Produce high-quality, timely, and visually engaging reports, dashboards, and presentations based on Customer Insight data and satisfaction surveys. Simplify complex statistics for senior management (e.g., Exco, WSD SMT), clients, and stakeholders to inform strategy, drive improvements, and monitor internal performance and risks. Capture comparative data (pre- and post-survey) to produce compelling evidence for key initiatives - such as business cases and spending reviews and demonstrate the positive value of investments like the Locations Strategy, LCR, and Project Delivery.
- Qualtrics expertise: Serve as the GPA's central point of contact for Qualtrics, providing technical advice, troubleshooting support, and managing learning and development for the CI team and other GPA teams to enhance capability.
- Financial management: Manage client costs for Leesman surveys and other Customer Insight activities, ensuring invoices are raised and paid in a timely manner.
- Risk and relationship management: Act as the lead point of contact. Manage potential risk areas, working with risk managers and escalating as appropriate.
- Workplace Experience team support: Support all areas of the Workplace Experience Team so that delivery partners in Customer Experience and Workplace Change use the data and insight in the development of services, tools and practices.
Proud member of the Disability Confident employer scheme.
Customer Insight Project Coordinator in Nottingham employer: Allscreens Nationwide Ltd
Allscreens Nationwide is an exceptional employer, offering a supportive team culture where employees are valued and encouraged to thrive. With access to state-of-the-art training facilities and opportunities for career progression, our Automotive Glazing Technicians in Birmingham can expect not only competitive bonuses but also the chance to work with the latest technology in the industry. Join us and be part of a company that prioritises both employee well-being and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Project Coordinator in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allscreens Nationwide Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allscreens Nationwide Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Project Coordinator in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allscreens Nationwide Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Allscreens Nationwide Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allscreens Nationwide Ltd!
How to prepare for a job interview at Allscreens Nationwide Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
