Customer Insight & Engagement Manager

This is an exciting opportunity for a Customer Insight and Engagement Manager to join Facilities Management. The role combines a passion for excellent customer service with the use of insight to deliver a fantastic end-to-end customer experience across Facilities Management (FM). The post holder will create and implement the FM Insight Strategy and FM Insight Plan, leading data-driven decision-making through the collection, analysis, and presentation of customer insights and sentiment. This role will ensure the customer voice informs a great customer experience and influences future service design and delivery.

Facilities Management (FM) is a multi-award, winning support department, the largest support team at the University employing over 320 members of staff across 13 service areas.

This is an exciting time to join the Customer Experience team as we look to deliver living and social support to our students from our new customer hub 'The Hive', situated in the new central development. Coupled with further exciting plans for 2025, this role is ideal for someone looking to make a positive impact across a large part of our students time at Edge Hill.

As Customer Insight and Engagement Manager you will: -

Manage the operation and the Customer Service Team in The Hive (the new FM Customer Hub situated in the central development)
Influence and deliver the FM Insight Strategy and the FM Insight Plan
Supporting FM Service Area Managers to deliver agreed service levels across all customer facing areas, by using feedback and insight to make data driven decisions
For informal enquiries about this vacancy, you may wish to contact: Jonathan Belfield, Customer Experience Manager, at belfielj@edgehill.ac.uk

About You
As Customer Insight and Engagement Manager, you will:

Lead and deliver on the FM Insight Strategy and FM Insight Plan
Maintain and develop the Customer Experience insight dashboard through Power BI
Lead the operation of the customer service team across all FM customer facing spaces, including The Hive and Main Reception
Lead, motivate, and develop the Customer Service Team to deliver multi-channel, customer centric front-line service, and manage the teams performance, absence, and personal development.
Produce quarterly insight reports with recommendations (including business cases) to enhance the customer experience
Hold regular meetings with service area managers to review customer insights and service standards, identify trends and themes, and agree on action plans to improve the end to end customer experience.
Review industry trends in customer insights regularly to identify new opportunities and potential collaborations for enhancing the FM customer experience.
Coordinate with service area managers and the senior leadership team to support external accreditation or award submissions, communicate successes, and lead the implementation of learning and development initiatives
Deputize for the Customer Experience Manager, leading and representing the service area in their absence.
At Edge Hill University we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

At Edge Hill University we believe in the life changing opportunities knowledge can create. Since 1885, we've been creating access to knowledge for those who may not have had the opportunity to before.

Today, the effect we have has a far-reaching impact, not just for those who come to study here but for those who work, invest in, and live in our local communities too. So, if you've ever wondered if one person can make a difference, simply speak to our alumni, students, and award-winning staff.

Because for us education isn't about how much you take in. It's about what you take out into the world.

Inspiring minds and changing futures since 1885, Edge Hill University is "A great success story… an institution that improves and impresses year after year" - Times Higher Education.

A minimum of 38 days annual leave per annum, pro rata (inclusive of bank holiday and University closure days)
Free foreign language evening classes
Discounted membership to our onsite state-of-the-art sport and leisure facilities
Staff benefits scheme, which provides you with discounts across the high street, supermarket shopping, cinema tickets, dining out and more.
Employee assistance programme with access to free confidential counselling sessions, legal & financial advice, and as health & wellbeing resources
A wide range of development programmes to enhance your career
Beautiful award-winning on-campus working environment.
Automatic enrolment into the Local Government Pension Scheme with our employer contribution of 17.8%