At a Glance
- Tasks: Champion customer experience by handling feedback, complaints, and compliments with empathy.
- Company: Join Macmillan, a supportive team dedicated to helping people living with cancer.
- Benefits: Enjoy 25 days holiday, flexible working, and extensive learning opportunities.
- Other info: Embrace a hybrid work model with just one day in the office each month.
- Why this job: Make a real difference in people's lives while developing your skills in a meaningful role.
- Qualifications: Experience in customer care, complaint resolution, and data analysis is essential.
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 in London 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 benefits 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 in London
✨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 all know that confidence is key, so rehearse your answers and maybe even role-play with a mate!
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to improve customer experiences in the past. Bring examples to the table 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 genuinely interested in being part of the Macmillan team.
We think you need these skills to ace Feedback case officer in London
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 your personality shine through while maintaining professionalism – we want to see who you are!
Highlight Relevant Experience:Don’t forget to mention any solid experience you have in customer care or complaint management. Share specific examples that demonstrate your ability to handle complex situations and engage empathetically with customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our values there!
How to prepare for a job interview at Macmillan Cancer Support
✨Know the Company Inside Out
Before your interview, take some time to research Macmillan and its values. Understand their mission to support people living with cancer and how your role as a Feedback Case Officer fits into that. This will not only show your genuine interest but also help you align your answers with their core values.
✨Prepare for Customer Scenarios
Since you'll be handling complaints and feedback, think of specific examples from your past experience where you've successfully resolved customer issues. Be ready to discuss these scenarios in detail, focusing on your empathetic approach and problem-solving skills.
✨Showcase Your Analytical Skills
As part of the role involves analysing feedback and identifying trends, prepare to discuss your experience with data analysis. Bring examples of reports you've written or insights you've derived from data, especially if they led to improvements in customer experience.
✨Practice Your Communication Skills
Outstanding written and verbal communication is key for this position. Consider doing mock interviews with a friend or family member to practice articulating your thoughts clearly and confidently. This will help you convey your ideas effectively during the actual interview.
