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More about the team
The Commercial Office is an integral part of Places for People. This is an exciting time to join a growing business function.
More about your role
We are looking to recruit a Senior Customer Research & Insight Manager on an initial 12 month fixed term contract.
Reporting to the Customer Research & Insight Director, you will be responsible for developing and delivering a continuous holistic Voice of Customer (VoC) programme covering customer feedback through CES (Customer Effort Score) and NPS (Net Promoter Score).
You will manage the processes and improve our approach through developing automation wherever possible, working closely with colleagues in IT, Insight, & Data teams to improve our approach.
Ensuring all data inputs and outputs are accurate and meet business needs, partnering with colleagues to make the best use of VoC outputs to deliver actionable insight.
Embedding awareness and understanding with stakeholders, driving and supporting the use of customer feedback into day-to-day practices across the organisation
You will be responsible for developing a clear Customer Experience Performance framework, incorporating our transactional feedback metrics and regulatory performance metrics (TSM) Tenant Satisfaction Measures, ensuring there is a clear narrative to explain and improve performance – understanding the policy and regulatory context the business is operating in, ensuring the VoC insight programme reflects the needs of the business, and aligns with the needs of the wider sector with specific consideration to new consumer regulation.
You will have responsibility for the management and analysis of the regulatory (TSM) Tenant Satisfaction Measures – managing the delivery, scope and data specification to meet technical requirements, evolving and enhancing our approach to maximise effectiveness in driving improvements and informing wider insight activity in the Customer Insight team.
At Places for People, we are committed to a safe working environment so a basic DBS check for this role is mandatory.
For more information download our job profile.
More about you
The ideal candidate will have held senior leadership positions in similar roles. In addition you will have proven track record of leading and developing a VoC function across a complex large business, with clear actionable results and commercial understanding.
Experience & Skills
The successful candidate will have experience in
A senior leadership position within a commercial insight capacity within an agency or client side environment, designing VoC programmes Designing & delivering VoC programmes – CES/NPS/TSM Designing and delivering dashboard reporting and utilising visualisation tools as appropriate Designing and delivering wider performance framework connectivity Communicating with a variety of stakeholders.The benefits
We are a large diverse and ambitious business, which will give you all the challenge you could wish for.
We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:
Competitive salary, with a salary review yearly Pension with matched contributions up to 7% Excellent holiday package – up to 35 days annual leave with the option to buy or sell leave Cashback plan for healthcare costs – up to £500 saving per year A bonus scheme for all colleagues at 2% Training and development Extra perks including huge discounts and offers from shops, cinemas and much more
What's next?
If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team recruitment@placesforpeople.co.uk
If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on skillsemployment@placesforpeople.co.uk.
Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.
If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.
If you are a recruitment agency please note we operate a PSL and do not take cold calls
Armed Forces - We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.
Disability Confident - We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.
Neurodivergent – Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.
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