At a Glance
- Tasks: Lead customer insight initiatives to enhance services and improve customer experiences.
- Company: Join Amplius, a forward-thinking organisation focused on customer engagement.
- Benefits: Enjoy a competitive salary, hybrid work, and great colleague benefits.
- Other info: Dynamic role with opportunities for professional growth and collaboration.
- Why this job: Make a real difference by shaping how we listen to our customers.
- Qualifications: Experience in customer insight and strong analytical skills required.
Hybrid - Milton Keynes, Rushden, Peterborough or Boston office
£53,200 per year
Permanent, Full-Time
Do you have experience using customer insight, data and engagement to improve services? Join Amplius as our Customer Insight, Voice and Influence Manager and help shape how we listen to, understand and respond to our customers.
You’ll lead the delivery of our Customer Influence Framework, working with teams across the organisation to turn insight into meaningful improvements, stronger customer experiences and better outcomes.
Your week: 36.25 hours - Monday to Friday 9am to 5.15pm
Location: Hybrid with a weekly presence in our Milton Keynes, Rushden, Peterborough or Boston office
Please Note: Travel will be required across all Amplius offices
Snapshot of your role:
- Lead the delivery and continuous improvement of Amplius’ Customer Influence Framework, embedding a customer-focused and insight-led culture across the organisation.
- Develop customer insight frameworks, segmentation models, dashboards and analytical tools to support strategy, service design and decision-making.
- Translate customer feedback, data and trends into clear recommendations that drive service improvements and better customer outcomes.
- Develop inclusive approaches to capture customer voice, supporting co-design, scrutiny and participation activities across customer groups.
- Ensure compliance with regulatory requirements, including Consumer Standards and Tenant Satisfaction Measures (TSMs), through effective data collection, analysis and reporting.
- Build strong relationships across Amplius and with external partners to embed customer-led approaches and promote best practice in insight and engagement.
What we’re looking for:
- A professional housing qualification at CIH Level 4 or equivalent.
- Significant experience in customer insight, engagement or service improvement within housing, public or regulated sectors.
- Strong knowledge of customer segmentation, insight frameworks and engagement methodologies.
- Experience delivering insight, reporting and dashboards to influence strategic decision-making.
- Ability to interpret complex data and customer feedback to identify opportunities and deliver practical service improvements.
- Strong analytical, communication and stakeholder management skills, with a customer-focused, proactive and collaborative approach.
Important - DBS clearance and right to work in the UK are essential requirements for this role. We do not provide sponsorship.
If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.
Customer Insight, Voice and Influence Manager employer: Amplius
At Amplius, we pride ourselves on being an excellent employer, offering a supportive team environment where our Estates Maintenance Operatives can thrive. With ongoing training and development opportunities, generous pension contributions, and the provision of a company van and equipment, we ensure our employees feel valued and equipped to make a real difference in the Milton Keynes community. Join us to enjoy a fulfilling role that not only enhances your skills but also contributes to creating attractive neighbourhoods.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight, Voice and Influence Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Amplius. 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 Amplius 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, Voice and Influence Manager
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 Amplius:Your cover letter is your chance to shine! Tell us why you want to work at Amplius 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 Amplius!
How to prepare for a job interview at Amplius
✨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.
