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- Tasks: Lead a team to enhance customer experience through feedback and resolution management.
- Company: Join Macmillan, a leading charity dedicated to supporting those affected by cancer.
- Benefits: Enjoy 25 days holiday, flexible working, and extensive learning opportunities.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in customer care, complaint resolution, and team management required.
- Other info: Dynamic role with opportunities for professional growth and a supportive work culture.
The predicted salary is between 36000 - 60000 £ per year.
As a member of the Customer team, you will be responsible for leading a team of customer feedback advisors who will champion and deliver 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:
- Solid experience of customer care or customer relations and resolution management
- Experience of managing customer complaints and customer feedback including the ability to resolve complex CEO complaints
- Experience of organising, prioritising and managing own workload in a fast-paced environment
- Analysing data and report writing experience to include Regulator reports for the whole organisation
- Setting new processes for exultation procedures and can advise on serious Red Flag complaints
- Outstanding written and verbal communication skills
- Respect for customer and business confidentiality
- Experience of leading and managing teams
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
Customer Feedback Lead - 6 month FTC in London employer: Macmillan Cancer Support
Contact Detail:
Macmillan Cancer Support Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Feedback Lead - 6 month FTC in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Macmillan or similar organisations. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer feedback and complaint management. We recommend using the STAR method to structure your answers – it’ll help you showcase your experience effectively.
✨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 of trends you've identified and how they led to actionable changes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace Customer Feedback Lead - 6 month FTC in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer care and feedback management. We want to see how your skills align with the role of Customer Feedback Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since outstanding written communication is key for this role, ensure your application is clear, concise, and free of errors. Use a friendly tone that reflects our values at StudySmarter, and remember to express your passion for delivering an unrivalled customer experience.
Highlight Your Analytical Skills: Don’t forget to mention your experience with data analysis and report writing! We’re looking for someone who can identify trends and share insights, so include examples of how you’ve used data to improve customer experiences in the past.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen to be part of our team at StudySmarter!
How to prepare for a job interview at Macmillan Cancer Support
✨Know Your Customer Care Stuff
Make sure you brush up on your customer care and complaint resolution skills. Be ready to share specific examples from your past experiences where you've successfully managed customer feedback or resolved complex issues. This will show that you understand the role and can hit the ground running.
✨Data Analysis is Key
Since the role involves analysing feedback and identifying trends, be prepared to discuss your experience with data analysis. Bring along examples of reports you've written or insights you've derived from customer data. This will demonstrate your analytical skills and how they can benefit the team.
✨Communication is Everything
Outstanding communication skills are a must for this position. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where your communication made a difference in resolving a customer issue or improving a process.
✨Show Your Leadership Skills
As a Customer Feedback Lead, you'll be managing a team. Think about your leadership style and be ready to discuss how you've motivated and guided teams in the past. Share any strategies you've used to handle difficult situations or complaints, especially those that required collaboration across different departments.
