At a Glance
- Tasks: Lead customer research projects to uncover insights and improve experiences.
- Company: Dynamic organisation focused on customer experience and satisfaction.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities to present to senior leaders.
- Why this job: Make a real impact by shaping customer experiences and influencing decisions.
- Qualifications: Experience in managing research projects and strong analytical skills.
The predicted salary is between 44983 - 44983 £ per year.
The Role
Reporting to the Assistant Director of Customer Experience, you will develop and deliver a comprehensive customer research and insight programme, helping the organisation understand its customers’ needs, behaviours, perceptions and experiences.
Key Responsibilities
- Developing and delivering quantitative and qualitative customer research.
- Managing customer satisfaction measurement, including survey design, methodologies, analysis and external research suppliers.
- Leading the oversight of Tenant Satisfaction Measures, ensuring regulatory compliance and producing actionable insight.
- Analysing customer data to identify trends, root causes and opportunities for improvement.
- Mapping end-to-end customer journeys to identify pain points and key moments in the customer experience.
- Producing engaging reports, dashboards and visual presentations.
- Presenting customer insight and performance information to senior leaders, committees and the Board.
- Managing and developing a Customer Research & Insight Analyst.
- Building strong relationships across the organisation and influencing evidence-based decision-making.
- Supporting continuous improvement across customer-facing services.
- Candidate Profile
- Experience managing customer, market or social research projects from initial design through to analysis and reporting.
- Strong quantitative research skills, including survey design, data analysis and interpretation.
- Experience managing external research suppliers and key stakeholders.
- The ability to identify trends and root causes and translate complex findings into clear recommendations.
- Experience creating high-quality reports, dashboards and visual presentations.
- Confidence presenting to and influencing senior leaders.
- Strong project management and organisational skills.
- The ability to manage several priorities in a fast-paced environment.
- Excellent written, verbal and visual communication skills.
- A relevant market research or social research qualification, degree or equivalent professional experience.
- A valid driving licence will be required as business travel forms part of the role.
- Knowledge of social housing and Tenant Satisfaction Measures would be advantageous.
- #J-18808-Ljbffr
Customer Research & Insight Manager in Ashington employer: Service Care Solutions Ltd
As a Tribunal & Mediation Officer with our local authority, you will be part of a dedicated team committed to making a meaningful impact in the lives of children with special educational needs and disabilities. Our hybrid working model offers flexibility, allowing you to balance remote work with occasional office attendance in the vibrant South East, while our supportive work culture fosters professional growth and collaboration with various stakeholders. Join us to contribute to vital casework and dispute resolution, all while enjoying competitive remuneration and the opportunity to enhance your expertise in SEND legislation.
Contact Details:
Service Care Solutions Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Research & Insight Manager in Ashington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Service Care Solutions Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Service Care Solutions Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Research & Insight Manager in Ashington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Service Care Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Service Care Solutions Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Service Care Solutions Ltd!
How to prepare for a job interview at Service Care Solutions Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
