At a Glance
- Tasks: Champion customer experience by handling feedback and complaints with empathy and professionalism.
- Company: Join Macmillan, a supportive team dedicated to helping people living with cancer.
- Benefits: Enjoy 25 days holiday, flexible working, and a matched pension scheme.
- Other info: Flexible hybrid working model with excellent learning and development opportunities.
- Why this job: Make a real difference in people's lives while developing your skills in a dynamic environment.
- Qualifications: Experience in customer care and complaint resolution, with strong communication skills.
The predicted salary is between 27500 - 30500 £ per year.
Full time (34.5 hours), we are open to a conversation about how you work these hours.
Location: Split between home and our London Office / Shipley Office / Glasgow office. Our Hybrid model for this role will mean 1 day per month in the office.
Salary Range: £27500 - £30500 – benefits and recognition.
About us: At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.
About the role: As a member of the Customer Experience team, you will be responsible for championing and delivering an unrivalled experience to all customers. You will lead on handling complaints, feedback and compliments across all channels, in accordance with Macmillan’s values, regulatory requirement policies and standards. You will work with a range of people and teams across fundraising, volunteering, campaigning, marketing and the cancer support services delivery teams from across the organisation, leadership and the Chief Executive’s office, and external partners. You will produce analysis on feedback, identify trends and share opportunities for improvement to the customer experience.
About you: The successful candidate will demonstrate:
- Solid experience of customer care or customer relations and resolution management in line with processes and regulatory standards.
- Experience of managing customer complaints and customer feedback including the ability to resolve complex CEO complaints, engaging empathetically with customers to resolve their issues.
- Analysing data and report writing experience to include Regulator reports for the whole organisation to drive continuous improvement.
- Experience of accurately recording and managing data within CRM systems, spreadsheets and/or databases, ensuring high data quality and timely input.
- Outstanding written and verbal communication skills.
- Respect for customer and business confidentiality.
What we can offer you:
- 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days.
- Pension matched up to 7.5%.
- 120+ learning and development offers, with access to external professional qualifications.
- Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm.
- Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more.
Equal Opportunity: We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.
Feedback case officer employer: Macmillan Cancer Support
At Macmillan, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. With flexible working arrangements, generous holiday allowances, and extensive learning opportunities, our team members are empowered to thrive while making a meaningful impact in the lives of those affected by cancer. Join us in our mission to provide unparalleled customer experiences, all while enjoying the unique advantages of our hybrid working model across our London, Shipley, and Glasgow offices.
StudySmarter Expert Advice🤫
We think this is how you could land Feedback case officer
✨Tip Number 1
Network like a pro! Reach out to people in your field, especially those connected to Macmillan. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer care and feedback management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to improve customer experiences in the past. Bring examples that highlight your problem-solving abilities.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Macmillan team.
We think you need these skills to ace Feedback case officer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Feedback Case Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills:Since outstanding written communication is key for this role, take the time to craft a clear and concise cover letter. Let us see your personality shine through while maintaining professionalism!
Highlight Relevant Experience:Don’t forget to mention any solid experience you have in customer care or managing complaints. Share specific examples that demonstrate your ability to resolve issues empathetically and effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Macmillan Cancer Support
✨Know Your Stuff
Before the interview, make sure you understand Macmillan's mission and values. Familiarise yourself with their customer experience approach and how they handle feedback and complaints. This will show that you're genuinely interested in the role and align with their goals.
✨Showcase Your Empathy
As a Feedback Case Officer, empathy is key. Prepare examples from your past experiences where you've successfully resolved customer complaints or provided exceptional service. Highlight how you engaged with customers to understand their issues and how you made them feel valued.
✨Data is Your Friend
Since the role involves analysing feedback and trends, brush up on your data analysis skills. Be ready to discuss how you've used data in previous roles to drive improvements. If you have experience with CRM systems or report writing, make sure to mention it!
✨Ask Thoughtful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the team dynamics, how success is measured in the role, or what challenges the Customer Experience team is currently facing. This shows your interest and helps you gauge if the role is right for you.
