Customer Insight Coordinator
Salary: £16,274 per annum (Full time equivalent £27,000 per annum) + good range of benefits
Contract: Permanent, Part-time (22.5 hours per week)
Based: Milton Keynes
Help take our customer service to the next level – and help change children’s lives for the better
World Vision is an international children’s charity working with children, their communities, and with supporters and partners, in almost 100 countries.
Through long-term development projects, emergency responses and advocacy we’ve helped bring lasting change to millions of children, over more than 60 years. And as a Christian organisation, everything we do is motivated by our faith as we strive to reflect God’s unconditional love.
Work for World Vision UK and you will be part of a truly global Partnership, building brighter futures for vulnerable children.
Working within the Supporter Care team, the aim of this role is to collate, analyse and share what our supporters are saying, in order to drive forward meaningful change to improve the customer experience. You will identify key themes in supporter interactions, survey responses, feedback and complaints (across a range of channels), identifying potential risks, escalating and following up on concerns as needed.
Tasks including but not limited to:
Monitoring and analysis
Responsible for actively collating and producing quarterly supporter insight/feedback reports for different Team Managers, Campaign Managers and Departments. This involves reviewing and analysing data and the ongoing monitoring of feedback surveys, to identify emerging themes and patterns - ensuring appropriate escalation and follow up.
Influencing and innovation
Sharing findings with stakeholders, influencing for meaningful changes that improve the supporter experience, holding Managers accountable for actions, ensuring learnings are documented.
Identifying and learning from best practice and innovations - in other organisations and within the wider partnership - on how we can improve collaboration and processes with other teams to enhance the supporter experience – considering Supporter insights.
Responsible for continued review of our end to end feedback process and systems. Identifying key process improvements that need to be made and then working collaboratively with stakeholders and business partners to implement changes.
A key output of this will be closing the Feedback loop – strategy and implementation of ‘you said – we did’ approach with supporters.
Working with key business partners on the implementation of a Customer Service Feedback Dashboard
Contribute to World Visions Ongoing Customer Service Strategy.
Working with the Supporter Care Manager on aspects of the wider Customer Service Strategy e.g.: identifying and reviewing other supporter journey touchpoints for opportunities for greater organisational alignment and how best to utilise other channels.
As an active Christian, this role offers you the opportunity to integrate your Christian faith and be sensitive to its various expressions across cultures and denominations.
In addition to the salary offered, we offer good benefits including pension, subsidised gym membership, generous holiday entitlement, childcare vouchers and free parking.
Please click here to view full Job Description.
Please upload your CV and covering letter stating how you meet the essential criteria given in the Job Description.
Closing date for applications: 28th March 2019
Interview dates: TBC
World Vision UK is committed to diversity and inclusion and welcomes applications from all sections of the community regardless of Age, Disability, Gender Reassignment, Marriage and Civil Partnership, Pregnancy and Maternity, Race, Religion and Belief, Sex, Sexual Orientation.
As a child focused organisation, World Vision UK is committed to the safeguarding of children, therefore any offer of employment is conditional upon the successful completion of applicable background checks, including a criminal records check.
No agencies please.