Customer Feedback Coordinator

We're on the hunt for a special someone with passion for data analysis and creating new, digital ways to obtain ad-hoc customer feedback.

As our Customer Feedback Coordinator, you'll find this brand new role the perfect platform to showcase your natural ability to influence others and drive change as well as communicating improvements to our customers demonstrating how they are driving change.

You'll be ready to put your natural resilience, process mapping and proven ability of increasing digital customer engagement skills to great use as you work in collaboration with the digital team and wider business in this new and exciting role!

A few key points from our role profile:

• Work in collaboration with the Digital Team and customers to lead a project to design and deliver a way to digitally capture ad hoc feedback from customers directly and through team members face to face or over the phone for use throughout the organisation.


• Lead colleagues, including senior managers, across the business to ensure that service, policy, and process changes are informed by customer views.


• Working in collaboration with the Complaints Team, ensure that all customer feedback is analysed and shared in a simple, straight forward format, and that all changes are clearly evidenced to customers on a regular basis.


• Using the analysed data, be the voice of the customer in strategy steering groups and ensure customer direction influences the workstreams.


• Using innovation and leading organisations inside and outside of sector, create ways to engage our customers who may be excluded or disengaged.


• Ensure that feedback from customers and the outcome is evidenced and shared externally to give customers a balanced view and increase scores on the Tenant Satisfaction Measures.
  
  Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.
  
  If you're successful, you'll be joining a dynamic organisation with an amazing culture. We offer competitive benefits that include private healthcare options, discount schemes and with a big emphasis on health and well-being. You'll have great opportunities to grow and develop, personally and professionally, but the greatest reward will be knowing you're helping people and communities across our region to thrive.


Your weekly hours of work would be 37, Mon - Fri, paid monthly. You'll also get 25 days holiday plus bank holidays and concessionary days holiday at Christmas.

We're proud to be Investor in People Platinum award - the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work.