At a Glance
- Tasks: Transform siloed data into actionable insights for decision-making across the organisation.
- Company: Dynamic social housing organisation focused on customer experience and data-driven decisions.
- Benefits: Competitive salary, hybrid working, and tailored benefits package.
- Other info: Join a forward-thinking team with opportunities for professional growth.
- Why this job: Make a real impact by connecting data to decisions that affect residents' lives.
- Qualifications: Experience in data integration, commercial mindset, and strong presentation skills.
The predicted salary is between 40500 - 49500 £ per year.
Turn data that is rich but siloed into something the whole business can make decisions on. The organisation holds plenty of rich information on its service users: contact reasons, complaints, repairs history, satisfaction survey results, digital journeys. It sits in separate places and rarely gets used together. This role brings it into one picture and puts it in front of the people making decisions, across the customer function and the wider business.
What You'll Do
- Bring together what the organisation holds on service users across every channel, digital and otherwise, and turn it into evidence decision makers can use.
- Break down the gaps between data sources, so contact, complaints, repairs and survey data get read as one picture rather than several.
- Work across the customer function and the wider business: finance, operations, and the board, not just the team that owns customer experience.
- Sit on the new residents committee, bringing evidence into a forum where tenants have a direct say in the decisions that affect them.
- Keep pace with the regulatory environment shaping the sector and translate what it means for the numbers you own.
- Build the case for a decision on evidence rather than instinct, and hold that line in rooms where the instinct is strong.
Our ideal applicant
- Objective. You follow the data to its conclusion even when it is inconvenient.
- Commercially minded, able to connect service user data to decisions with a cost or a return attached, not only to satisfaction scores.
- Has broken down data silos before, and knows what it takes to get different systems and teams working from the same picture.
- Understands the regulatory pressures shaping social housing today, and what they mean operationally, not just for compliance reporting.
- Comfortable holding data from several sources at once: digital platforms, phone contact, home visits, complaints, surveys.
- An individual contributor by choice, confident presenting findings to people well outside the customer function, including residents themselves.
The package
- £60,000 base salary.
- Hybrid, based in Liverpool a few days a week.
- Benefits detail shared on application.
All applications are handled confidentially by Stellify.
Head of Customer Insight in Liverpool employer: We Are Stellify
At Stellify, we pride ourselves on being an exceptional employer in Greater Manchester, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and opportunities for advancement within our large, multi-channel contact centre. Join us to be part of a transformative journey where your leadership will directly impact customer experience and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Insight in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We Are Stellify. 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 We Are Stellify 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 Head of Customer Insight in Liverpool
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 We Are Stellify:Your cover letter is your chance to shine! Tell us why you want to work at We Are Stellify 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 We Are Stellify!
How to prepare for a job interview at We Are Stellify
✨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.
