Customer Insight Manager

FCO Services
Milton Keynes
From £25,452 to £33,867 per annum
05 Aug 2017
16 Aug 2017
Customer Insight Manager Maternity cover – fixed term contract up to 12 months £25,452 - £33,867 plus £1000 location allowance pro rata Hanslope Park, Milton Keynes Customer satisfaction. It’s what you do, it’s who you are, and you know what you’re capable of. Joining FCO Services is the chance to put that to the test on an unbelievable stage, for a business that works to defend the UK’s interests around the world. We provide mission-critical services to government-level customers – so, whether it’s constructing an overseas embassy or providing secure tech solutions, maintaining a consistently high-quality service has never mattered more. It’s vital therefore that we know we’re delivering against absolutely every target. That’s where our Customer Experience team comes in, and your role as Customer Insight Manager. Overseeing the experience of our customers, you’ll help this small but vital team ensure that our standards are everything they should be. Together, you’ll keep a constant eye on how we can improve, helping us achieve our vision. Make improvements that make a difference For you, excellent customer feedback isn’t just what you aim for; it’s what you live for. But you know that to achieve it, you also have to seek out where we can learn and do better. That’s why you’ll make sure our review strategy and complaint handling processes are as thorough as they are supportive. You’re motivated to find even the tiniest specks of detail to help improve the experience of every customer – and of course, at this level, you’ll be working with customers that include the Foreign and Commonwealth Office. It’s exposure on a rare scale, but you’ll handle it with aplomb, calmly taking on the thoughts of world-class minds and delivering them back to the wider business with a deft, delicate touch. Build relationships that build the future of our business Sometimes customer feedback can be a difficult thing to manage, and when you work at our level, there’s plenty of added pressure involved. But when it comes to nurturing relationships and improving existing ones, there’s no-one more equipped. Whether you’re relaying high-level performance reports or providing ad hoc customer satisfaction advice, you’re diplomatic, constructive, and helpful to a fault, in a way that’s appreciated by customers and colleagues alike. Provide analysis that provides support You might have a background in customer research, insight, complaints, or even customer services more generally, but whatever your experience, you’ve got a knack for insightful analysis. Proficient in Excel and pivot tables, you can use data to spot even the tiniest gap or missing link in our service – and your creative thinking will help us fix it. And when you do, you’ll find not just the satisfaction of great customer feedback, but the knowledge that you’ve helped protect people, data and information around the world. In short, it’s your job, bigger. All our employees have to be security cleared – security clearance would have to be obtained before joining. To find out more about this role, our benefits and our organisation, please click the 'Apply' button. Closing date: 15 th August 2017. This job was originally posted as