Click here to visit
our list of resources!
UK Accounting Jobs
Childcare Jobs
Engineering Jobs
|
 |
|
|
Our client is one of UK's leading telecoms company, over 120 million people throughout Europe and the USA use services provided by companies in which our client or its subsidiary hold a stake, making them the only telecommunications provider with a seamless transatlantic proposition.
We are looking for a dynamic individual to take on the role as Customer Feedback Programme Manager to provide customer feedback/insight from multiple sources to key stakeholders both within Customer Service, and the rest of our clients' organisation.
The Job
Engage with stakeholders within Customer Services (internal customers), understanding their plans and insight needs and supporting them with output which identifies opportunities to drive improvements in customer satisfaction, operational excellence and revenue maximisation.
Understand the varied insight available (examples are NOP, JP Power, Event based satisfaction (ICCA), agent feedback, quality monitoring), ensure stakeholders receive consistent key messages including data reliability, uses and constraints.
Ensure all output from the customer feedback team is aligned to our client's brand values and current market strategy.
The Candidate
Degree level
Highly numerate, understanding of market research & customer satisfaction measurement tools and techniques
5 years experience within a customer focused environment or contact centre
2 years experience in a senior level stakeholder relationship management role
|
