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Customer experience insights manager

Job reference: 210

Customer experience insights manager

We are looking for someone who has a strong commitment to customer service excellence and improving services for those who use them. You will have proven experience of investigating complex and sensitive complaints and supporting others to provide good customer service. A strong communicator with a passion for collaboration, you will be able to negotiate and influence others at all levels.

The role

The internal quality assurance and customer experience team sits within our people and business support directorate. The team has a varied and rewarding remit which includes developing and implementing quality standards and frameworks; providing assurance that departments (in particular our regulatory functions) are operating effectively in line with our overarching statutory purpose to protect the public, and identifying and promoting improvements in those areas; managing the relationship with our oversight body, the Professional Standards Authority, and leading our feedback and complaints processes.

The role of customer experience insights manager is an exciting operational position which supports our culture of continuous improvement. Under the direction of the internal quality and improvement manager, you will be responsible for managing the development and delivery of our corporate feedback and complaints processes; investigating a range of complaints, making robust decisions based on information from a variety of sources and drafting responses to a variety of customers.

You will act as a source of advice and guidance on providing good customer service and resolving disputes at the earliest opportunity and support the development and implementation of customer service standards across the organisation. You will analyse and interrogate data from feedback and complaints to gather insights and identify improvements which support our strategic aims and overarching statutory purpose to protect the public.

This is a full-time role. Compressed hours will be considered in line with our flexible working arrangements.

Salary

£38,212 per year, rising to £40,278 per year after successful completion of a 6-month probationary period.

Location

Our offices are in Sheffield. We offer a hybrid model of working subject to business needs, so a mix of office working and working from home.

What you will do

  • Develop relevant policies, procedures, guidance and systems to support our corporate feedback and complaints processes, ensuring that these are updated, seeking the views of those using or affected by them
  • Investigate corporate feedback and complaints promptly, working in a sensitive and collaborative way with colleagues and complainants/customers, ensuring investigations are robust, independent, and focused on a positive resolution, and that accurate records are maintained
  • Under the direct supervision of the internal quality and improvement manager investigate and draft responses to complex and/or high profile complaints including those about or from our partners, as well as those from elected officials such as members of parliament or government ministers, demonstrating integrity when analysing and interrogating information from various sources to support robust conclusions
  • Provide support and appropriate advice to complainants, and those raising concerns or providing feedback to assist them through our feedback and complaints processes, adapting your approach as necessary to ensure equity of access for all
  • Support the design and development of service standards and quality measures in respect of customer service delivery ensuring that these are monitored and adhered to, as a subject matter expert, offer information, advice and guidance to colleagues on customer service, dispute resolution, and feedback and complaint handling
  • Monitor and report on the implementation of corrective/improvement actions arising from recommendations made by the team, escalating delays to the internal quality and improvement manager where appropriate
  • Undertake regular analysis of quantitative and qualitative data obtained through feedback and complaints to identify and share lessons learnt to support improvement across the organisation in line with our strategic aims and overarching objective to protect the public
  • Draft regular and ad-hoc reports in relation to feedback and complaints to provide the internal quality and improvement manager with an overview of the risks and opportunities identified through the feedback received, as well as potential risks to the successful operation of corporate feedback and complaints process to assist them in making robust decisions about corporate, operational and reputational risks, and the mitigations they may want to implement to address them
  • Build and maintain strong professional relationships across teams and directorates, and with key external customers, contribute to departmental planning to support the delivery of our corporate objectives
  • Develop and maintain your knowledge of the work of teams across the organisation to ensure you can support customers and the organisation in the most effective way
  • Identify development and learning opportunities for individual teams and the organisation which support good customer service and the role of the organisation as the specialist regulator for social workers, supporting the development and delivery of relevant learning and development activities

Your skills, knowledge and experience

We are looking for someone who has a strong commitment to customer service excellence and improving services for those who use them. You will have proven experience of investigating complex and sensitive complaints and supporting others to provide good customer service. A strong communicator with a passion for collaboration, you will be able to negotiate and influence others at all levels.

You will be or have:

  • Experience of reviewing, developing and implementing policies, procedures and systems.
  • Excellent analytical skills and an ability to collate and critically evaluate information from multiple sources and use this to support your decision making within deadlines.
  • Proven experience of investigating complex and sensitive complaints, customer feedback or queries in line with defined standards, principles and policies, managing the needs and expectations of a wide range of customer.
  • A degree/equivalent customer service qualification, or relevant professional experience.
  • Excellent customer service and influencing skills, with proven ability to effectively handle sensitive situations with tact, diplomacy and professionalism.
  • The ability to tailor assistance for customers when needed, for example those who may be vulnerable, have English as a second language and/ or have other needs that may require support or adjustments.
  • Excellent written and oral communication skills including the ability to draft, and review the drafting of, clear and comprehensive correspondence, reports and presentations for a range of customers, often addressing difficult and/or contentious issues.
  • Excellent time management skills with the ability to respond to changing priorities and conflicting timescales to ensure the objectives of the team are met.
  • A track record of respectful, open and honest behaviour including a demonstrable commitment to inclusion and diversity.
  • Strong influencing skills with a demonstrable ability to identify improvements and influence others to help drive forward change.
  • An understanding, or the ability to quickly develop an understanding, of professional regulation and the social work sector.

Contact

If you have any queries about the appointment process or if you need any information or forms in an alternative format, please contact [email protected].

How to apply

To apply, complete the application form by midday on 1 June 2022. Please also complete our equality and diversity monitoring form.

Interview

Interview date: 15 and 16 June 2022

At interview we will seek to further understand your skills, knowledge, experience and motivation and test the key competencies of the role. If you are successful, we will undertake routine security checks.

Find out more about our application and interview process.

Want to know more about the role?

If you would like to discuss the role, please contact Ellis Christie: [email protected]

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