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- Tasks: Lead a team to enhance customer insights and improve service strategies.
- Company: Join Willmott Dixon, a top-rated employer with a focus on sustainability.
- Benefits: Enjoy flexible working, competitive salary, and a market-leading benefits package.
- Why this job: Make a real impact by transforming customer experiences in a dynamic environment.
- Qualifications: Strong communication skills and a passion for service excellence required.
- Other info: Be part of a company recognised for its commitment to innovation and community.
The predicted salary is between 36000 - 60000 £ per year.
Willmott Dixon Construction are recruiting for a National Customer Insights Manager to join our Strategic Accounts and Services team. Reporting to the Director, you will manage a team of 2 x Customer Insight Managers and as it’s a national role you will need to be prepared to travel regularly throughout England and Wales. You will manage customer insights for our Southern regional office and regularly attend team meetings in the Midlands region. Willmott Dixon offer hybrid working and you will control your own diary and be supported to work from home 1 to 2 days per week with 3 days in the office or meeting customers.
We are looking to enhance our approach and improve our service offering and strategy through a thorough understanding of our customer needs. This will help us to provide innovative solutions and deliver exceptional customer experience. We are keen to find a candidate who can demonstrate that they really care about service excellence and we are very open to industry backgrounds outside of the construction sector.
Key responsibilities and accountabilities for the role:
- To manage the Customer Insight team - driving up performance standards to increase our repeat work and overall customer satisfaction.
- To ensure you have visibility of all live projects and access to appropriate respondents.
- To offer all our customers the opportunity to share their feedback at regular touch points throughout the duration of their project and carry out annual interviews with our national frameworks.
- To remain impartial throughout customer interviews/touch points.
- To provide key insight and a full transcript to the project lead, to agree an action plan to address the customer's feedback after each interview.
- To flag projects and areas of concern to LCO boards/framework managers.
- To work collaboratively with both internal and external teams to maintain and develop online platforms used to report and analyse customer feedback data.
- To present customer data in a concise way to a variety of stakeholders.
- To provide our teams with support when arranging workshops, this includes creating agendas and facilitation.
Essential Requirements:
- Genuinely care about service excellence and continuous improvement.
- Enquiring, asks relevant questions.
- Good listener.
- Articulate.
- Empathy.
- Emotional intelligence.
- Interpretation skills.
- Analytical and reasoning.
- Builds rapport and trusted relationships.
- Tenacious, follows things up and sees them through.
- Demonstrate competency of delivering change and initiatives, assisting in its implementation in the business.
- Working with others to successfully achieve successful outcomes.
- Having a strong desire for innovation and problem solving.
- Writing and implementing action plans.
- Strong communication skills, written and verbal.
- Relationship and stakeholder management at senior levels across a diverse customer facing business environment.
- Excellent facilitation skills.
- Using business tools and information management systems.
Desirable requirements:
- Customer experience or customer service professional membership or CPD.
- Willingness to gain a vocational customer service or equivalent qualification at level 3 or 4.
- Construction industry sector experience would be beneficial but not essential.
- Account management experience would be beneficial but not essential.
In return:
We reward our people generously with a competitive salary and a market-leading benefits package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, discounted or full private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. At Willmott Dixon we provide an inclusive and flexible working environment for people to thrive in and we are happy to support agile working wherever possible. We are a proud member of the Disability Confident Scheme.
About Us:
With over 170 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.
National Customer Insights Manager employer: Willmott Dixon Group
Contact Detail:
Willmott Dixon Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land National Customer Insights Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you articulate why you're the perfect fit for the National Customer Insights Manager role at Willmott Dixon.
✨Tip Number 3
Practice your communication skills! As a Customer Insights Manager, you'll need to present data clearly and build rapport with stakeholders. Grab a friend or family member and do some mock interviews to boost your confidence.
✨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, it shows you’re genuinely interested in joining the Willmott Dixon team.
We think you need these skills to ace National Customer Insights Manager
Some tips for your application 🫡
Show Your Passion for Service Excellence: When writing your application, make sure to highlight your genuine care for service excellence. We want to see how you’ve gone above and beyond in previous roles to enhance customer experiences.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to articulate your skills and experiences, especially those that relate to managing teams and driving performance standards.
Demonstrate Your Analytical Skills: Since this role involves interpreting customer feedback, showcase your analytical abilities in your application. Share examples of how you've used data to inform decisions or improve services in past positions.
Tailor Your Application: Make sure to tailor your application specifically for this role at Willmott Dixon. Highlight relevant experiences and skills that align with the job description, and don’t forget to apply through our website!
How to prepare for a job interview at Willmott Dixon Group
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer insights in the construction sector. Familiarise yourself with how customer feedback can drive service excellence and innovation. This will show your genuine interest in the role and help you articulate how you can enhance their approach.
✨Demonstrate Empathy and Emotional Intelligence
During the interview, showcase your ability to listen and empathise with customers. Share examples of how you've built rapport and trust in previous roles. This is crucial for a position that revolves around managing customer insights and ensuring satisfaction.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to implement change. Prepare specific examples where you've successfully managed customer feedback or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Analytical Skills
Be ready to discuss how you interpret data and present insights to stakeholders. Highlight any experience you have with business tools or information management systems. This will demonstrate your capability to analyse customer feedback effectively and contribute to strategic decisions.