At a Glance
- Tasks: Lead a team to deliver impactful customer insights and drive service improvements.
- Company: Join a diverse Civil Service organisation with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, generous pension, and 25 days annual leave plus more.
- Other info: Flexible working options and excellent career development opportunities await you.
- Why this job: Make a real difference by embedding customer-focused thinking across the organisation.
- Qualifications: Experience in research methodologies and strong analytical skills are key.
The predicted salary is between 51685 - 63171 £ per year.
Location
Birmingham, Bristol, Chadderton, Leeds, Newcastle-upon-Tyne, Nottingham, Swansea (This role is suitable for hybrid working)
- Salary
- £35,663 - A Civil Service Pension with an employer contribution of 28.97%
As a Customer Insight Manager, you'll lead a team of Insight Specialists to deliver high-quality, accessible insight, working closely with communications and service teams to maximise impact.
You'll play a key role in embedding customer-focused thinking across the organisation, supporting strategic goals and ensuring every improvement is grounded in what matters most to our customers.
The job holder will work with internal teams and external organisations to capture and analyse customer feedback to support core business functions.
They will lead a team of Insight Specialists to produce customer insight and satisfaction reports using appropriate analytical and visualisation techniques to present the voice of the customer.
The job holder will ensure data is properly managed and compliant with regulations, support services in sharing insights, collaborate with research partners, keep best practice up to date, and regularly brief senior leadership as a central contact for customer insight.
- Top Responsibilities
- Advise on the interpretation of insight, representing the voice of the customer and make recommendations for service improvements.
- Work with Senior Customer Insight Managers to develop new research
- Evaluate the effectiveness of research methodologies ensuring continuous improvement and cost effectiveness of the service is maintained.
- Execute management responsibilities effectively and in line with DVSA policies and processes, working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
- Determine and plan team requirements, including allocating resources and prioritising activities, over the short to medium term by understanding the business environment in which the team operates, and the overall team objectives, ensuring their team understands and works to these requirements.
Benefits
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
- 8 Bank Holidays plus an additional Privilege Day to mark the King's birthday.
- Access to the staff discount portal.
- Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
- Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
- 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
- Flexible working options where we encourage a great work-life balance.
About You
- To be successful in this role you will need to have the following experience:
- Experience using quantitative and qualitative research methodologies.
- Strong analytical skills and the ability to review multiple data sets, identifying trends, patterns and emerging themes.
- A proven track record of communicating insights clearly and effectively to a range of audiences, driving meaningful improvements to services and customer outcomes.
- Proven ability to create and maintain good working relationships with internal and external stakeholders.
- Excellent organisational skills with the ability to manage multiple, and often conflicting, priorities to deadline and to a high standard.
- Ability to act with autonomy and provide business leadership, with sound judgement on when to escalation or refer to a Senior Manager.
Qualifications/Memberships
- A qualification in research, data analysis or related disciplines, is desirable but not essential.
- A member of the government’s professional research network is desirable but not essential.
- A member of a relevant professional body such as the Market Research Society, Association of Qualitative Researchers, or similar or willing to work towards is desirable.
- #J-18808-Ljbffr
Customer Insights Manager in Swansea employer: Driver and Vehicle Standards Agency (DVSA)
The Driver and Vehicle Standards Agency (DVSA) is an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With generous benefits including a substantial pension contribution, extensive annual leave, and access to career development opportunities, employees are empowered to thrive in their roles while contributing to vital public services. The hybrid working model allows for flexibility, making DVSA an attractive choice for those seeking meaningful employment in a dynamic environment.
Contact Details:
Driver and Vehicle Standards Agency (DVSA) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Manager in Swansea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Driver and Vehicle Standards Agency (DVSA). 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 Driver and Vehicle Standards Agency (DVSA) 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 Insights Manager in Swansea
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 Driver and Vehicle Standards Agency (DVSA):Your cover letter is your chance to shine! Tell us why you want to work at Driver and Vehicle Standards Agency (DVSA) 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 Driver and Vehicle Standards Agency (DVSA)!
How to prepare for a job interview at Driver and Vehicle Standards Agency (DVSA)
✨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.
