At a Glance
- Tasks: Engage with customers to gather feedback and transform insights into service improvements.
- Company: Join a forward-thinking team dedicated to enhancing community services.
- Benefits: Enjoy competitive salary, flexible working, and generous annual leave.
- Other info: Great opportunities for personal and professional development.
- Why this job: Make a real impact by shaping services that meet customer needs.
- Qualifications: Strong communication skills and a passion for customer experience.
The predicted salary is between 29588 - 29588 £ per year.
Contract: 7 months FTC
Closing date: Tuesday 30 June
Shortlisting: Friday 3 June
Proposed Interview date: w/c 6 July
Salary: £29,588.35
About the vacancy: Join our Homes & Communities team as a Customer Feedback & Insight Facilitator, where your work will directly influence how services are designed and delivered. With customers at the heart of everything we do, you'll engage with a diverse community to gather meaningful feedback, turning insight into real improvements that enhance customer experience.
In this role, you'll lead on collecting and analysing customer feedback through interviews, focus groups, and digital channels, identifying key trends and drivers of satisfaction. You'll transform data into actionable insights, helping to shape customer-centred services and drive continuous improvement across the organisation.
If you're passionate about listening to customers, building strong relationships, and making a genuine impact through insight-led change, this is a fantastic opportunity to deliver meaningful outcomes and help create services that truly meet customer needs.
Specifically, in the role you will:
- Develop and implement mechanisms and channels for the collection and analysis of customer feedback, seeking to proactively resolve any issues that arise from the feedback received and enhance the customer experience.
- Discuss feedback with customers to explore and understand their current levels of satisfaction with our services and identify areas for improvement.
- Identify any drivers of satisfaction and dissatisfaction to inform a user-centred service design process, ensuring that we focus on what customers need.
- Create research-based customer personas, representing the diverse population of Newport, based on common characteristics to help us better understand our customers' needs, behaviours, experiences, and goals.
- Organise, design and conduct one-to-one interviews with customers to capture and discuss their feedback, facilitate focus groups and manage online conversations via social media as required.
- Conduct qualitative analysis of data received, identifying trends to embrace learning and embed continuous improvement in services.
- Share insights with colleagues across the association to drive forward improvements to service planning, design and delivery.
- Carry out desktop research related to customer journey mapping and the development of customer personas.
- Promote the value of customer feedback as a means of strengthening internal processes and improving the customer experience.
- Produce high quality and varied research outputs for a range of audiences, including analysis, report writing and presentations where required.
- Provide advice and assistance to customers providing feedback through a range of channels, promoting digital first at every opportunity.
- Support the Customer Experience Business Partner to work collaboratively with colleagues across the association to deliver improvements to end-to-end processes that enhance the customer experience.
- Administer and co-ordinate the effective handling of all enquiries received from local councillors, MPs and assembly members.
- Collect and record customer data, referring or signposting vulnerable customers for support as required.
- Keep up to date with all relevant legislation and good practice issues relating to the role.
- Respond proactively to customer complaints.
- Act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
- Identify and manage business risk.
For further information about the role, please contact.
Application Process: We require an application form to be completed for every role. We do not require recruitment agency support at this time - all speculative CVs will be treated as a direct application.
Your Hedyn, our comprehensive benefits package: We believe Hedyn is a great place to work and it's important to us that our people feel the same way. As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.
Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.
Enhanced Annual Leave: You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.
SMART Working (dependent on role): You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
Health and Wellbeing: We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
Flexible Benefits: We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.
Development: We offer many professional and personal development options such as sponsored study opportunities and career progression and development. We want you to be at your very best.
Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.
If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.
Locations
Customer Feedback & Insight Facilitator in Glasgow, North East employer: Hedyn
Hedyn is an exceptional employer that prioritises employee well-being and professional growth, offering a comprehensive benefits package including an enhanced pension scheme, generous annual leave, and flexible working arrangements. Our inclusive work culture fosters collaboration and innovation, allowing you to make a meaningful impact on customer experience while developing your skills in a supportive environment. Join us in Newport to be part of a team dedicated to shaping services that truly meet the needs of our diverse community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Feedback & Insight Facilitator in Glasgow, North East
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Hedyn.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Hedyn. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Feedback & Insight Facilitator in Glasgow, North East
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Hedyn.
How to prepare for a job interview at Hedyn
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Hedyn's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Hedyn offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
