At a Glance
- 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.
- Other info: Be part of a company recognised for its commitment to innovation and community.
- Why this job: Make a real impact by driving customer satisfaction and service excellence.
- Qualifications: Strong communication skills and a passion for customer service are essential.
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 and Desirable Criteria:
- Genuinely care about service excellence and continuous improvement.
- Good listener.
- Articulate.
- Empathy.
- 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 customers 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.
- Using business tools and information management systems.
- 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.
Additional Information:
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.
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.
Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe’s 1,000 best workplaces by the Financial Times in 2025. Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.
National Customer Insights Manager in Nottingham employer: Willmott Dixon
Willmott Dixon Construction is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary alongside a market-leading benefits package tailored to fit diverse lifestyles. With a strong commitment to service excellence and innovation, our inclusive work culture fosters collaboration and flexibility, allowing you to thrive in a hybrid working environment while making a meaningful impact on communities across England and Wales.
StudySmarter Expert Advice🤫
We think this is how you could land National Customer Insights Manager in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Willmott Dixon. 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 Willmott Dixon 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 National Customer Insights Manager in Nottingham
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 Willmott Dixon:Your cover letter is your chance to shine! Tell us why you want to work at Willmott Dixon 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 Willmott Dixon!
How to prepare for a job interview at Willmott Dixon
✨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.
