At a Glance
- Tasks: Gather and analyse customer feedback to enhance services and improve experiences.
- Company: Join a dynamic team focused on community and customer satisfaction.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and a generous pension scheme.
- Other info: Flexible work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by shaping services based on customer insights.
- Qualifications: Strong communication skills and a passion for customer engagement.
The predicted salary is between 30000 - 40000 £ per year.
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.
- You will be responsible for developing and implementing 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.
- You will help create research-based customer personas, representing the diverse population of Newport, created based on common characteristics that many share to help us better understand our customers' needs, behaviours, experiences, and goals.
- You will be responsible for organising, designing and conducting one-to-one interviews with customers to capture and discuss their feedback, facilitating focus groups and managing online conversations via social media as required.
- You will be responsible for conducting qualitative analysis of data received, identifying trends to embrace learning and embed continuous improvement in services. Share this insight with colleagues across the association to drive forward improvements to service planning, design and delivery.
- You will be responsible for carrying out desktop research, using a range of methods and data sources, related to customer journey mapping and the development of customer 'personas'.
- You will be responsible for producing high quality and varied research outputs for a range of audiences, including analysis, report writing and presentations where required.
- You will provide advice and assistance to customers providing feedback through a range of channels, promoting digital first at every opportunity.
- You will administer and co-ordinate the effective handling of all enquiries received from local councillors, MPs and assembly members.
- You will collect and record customer data, referring or signposting vulnerable customers for support as required.
- You will respond proactively to customer complaints.
- You will act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
- You will be responsible for the identification and management of business risk.
Your Hedyn, our comprehensive benefits package: 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. Join us to help shape it.
- Enhanced Pension Scheme: We offer an attractive pension scheme with generous employer contributions of up to 12%.
- Enhanced Annual Leave: You'll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years' service.
- You're trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
- 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.
- We offer many professional and personal development options such as sponsored study opportunities and career progression and development.
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.
Locations
Train Planning Specialist in Glasgow, North East employer: Hedyn
At Hedyn, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. As a Train Planning Specialist in Newport, you'll benefit from a comprehensive benefits package, including an enhanced pension scheme, generous annual leave, and flexible working arrangements, all while making a meaningful impact on customer experience through insightful feedback and community engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Train Planning Specialist 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 Train Planning Specialist 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!
