Vacancy: Customer Feedback & Insight Facilitator
Contract: 7 months FTC
Closing date: Tuesday 30 June
Shortlisting: Friday 3 June
Proposed Interview date: w/c 6 July
Salary: £29,588.35
About the vacancy:
Join our Homes & Communities team as a Customer Feedback & Insight Facilitator, where your work will directly influence how services are designed and delivered. With customers at the heart of everything we do, you’ll engage with a diverse community to gather meaningful feedback, turning insight into real improvements that enhance customer experience.
In this role, you’ll lead on collecting and analysing customer feedback through interviews, focus groups, and digital channels, identifying key trends and drivers of satisfaction. You’ll transform data into actionable insights, helping to shape customer-centred services and drive continuous improvement across the organisation.
If you’re passionate about listening to customers, building strong relationships, and making a genuine impact through insight-led change, this is a fantastic opportunity to deliver meaningful outcomes and help create services that truly meet customer needs.
Please note that this role is currently part of the team going through a realignment process and as such the role profile and salary will be subject to review
Specifically, in the role you will:
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You will be responsible for developing and implementing mechanisms and channels for the collection and analysis of customer feedback, seeking to proactively resolve any issues that arise from the feedback received and enhance the customer experience.
- You will be responsible for discussing feedback with customers, to explore and understand their current levels of satisfaction with our services and identifying areas for improvement. You will be responsible for identifying any drivers of satisfaction and dis-satisfaction to inform a user-centred service design process, ensuring that we focus on what customers need.
- You will help Hedyn create research-based customer personas, representing the diverse population of Newport, created based on common characteristics that many share to help us better understand our customers’ needs, behaviours, experiences, and goals.
- You will be responsible for organising, designing and conducting one-to-one interviews with customers to capture and discuss their feedback, facilitating focus groups and managing on-line conversations via social media as required.
- You will be responsible for conducting qualitative analysis of data received, identifying trends to embrace learning and embed continuous improvement in services. Share this insight with colleagues across the association to drive forward improvements to service planning, design and delivery.
- You will be responsible for carrying out desktop research, using a range of methods and data sources, related to customer journey mapping and the development of customer ‘personas’.
- You will be responsible for promoting the value of customer feedback as a means of strengthening internal processes and improving the customer experience.
- You will be responsible for producing high quality and varied research outputs for a range of audiences, including analysis, report writing and presentations where required.
- You will provide advice and assistance to customers providing feedback through a range of channels, promoting digital first at every opportunity.
- You will support the Customer Experience Business Partner to work collaboratively with colleagues across the association to deliver improvements to end-to-end processes that enhance the customer experience.
- You will administer and co-ordinate the effective handling of all enquiries received from local councillors, MP’s and assembly members. You will collect and record customer data, referring or signposting vulnerable customers for support as required.
- You will keep up to date with of all relevant legislation and good practice issues relating to the role. You will respond proactively to customer complaints.
- You will act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
- You will be responsible for the identification and management of business risk.
(Please refer to the attached recruitment pack for more information.)
Application Process:
We require an application form to be completed for every role.
We do not require recruitment agency support at this time – all speculative CV’s will be treated as a direct application.
Your Hedyn, our comprehensive benefits package:
We believe Hedyn is a great place to work and it’s important to us that our people feel the same way.
As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.
We are still at the beginning of our journey. Join us to help shape it.
Enhanced Pension Scheme:
We offer an attractive pension scheme with generous employer contributions of up to 12%. You are able to determine the level of contributions that is right for you.
Enhanced Annual Leave:
You’ll start on 25 days annual leave (+ Bank Holidays) which would increase gradually to 30 days following 3 years’ service.
SMART Working (dependent on role):
You’re trusted to manage your time to work in a way that meets the needs of our customers, colleagues and communities.
At Hedyn, we believe that ‘work is something you do rather than somewhere you go.’
Health and Wellbeing:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.
Flexible Benefits
We have a flexible benefits package that allows colleagues to spend £625 towards the benefits that suit them. There is a wide range of benefits available to choose from including Private Medical Insurance, Health Cash Plan, the option to have your professional memberships paid for, and Electric Vehicles.
Development:
We offer many professional and personal development options such as sponsored study opportunities and career progression and development.
We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.
If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.
