Vacancies

Customer Experience Executive

This vacancy has now expired, and is not accepting any new applications.

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• Job Reference
• SYS-13793
• Location
• Colchester
• Job Description
• Customer_Experience_Executive.docx

• Post Code
• Colchester
• Job Copy

• Job title: Customer Experience Executive                                                                          

  Accountable to: Senior Customer Experience Manager    

  Location: Colchester/Hybrid Working          

   

  Our Values

  Fulfilling Lives is our core purpose
  Every one of us makes a difference is the belief that drives us
  Caring, Passionate and Teamwork are the values that underpin everything we do

   

  Job Summary

  The Customer Experience Executive (CEE) is responsible for supporting the Senior Customer Experience Manager (SCEM) in driving both the Voice of Customer and Customer Experience programmes across the business.  The role will primarily be focused on day-to-day delivery of elements of the customer satisfaction surveys and mystery shop programmes but will also support with market insight and ad hoc research projects to help better understand our customer and ultimately improve customer satisfaction. 

   

  Key Responsibilities

  • Delivery (with SCEM support) of the bi-annual relative satisfaction survey and annual resident satisfaction survey, including associated reporting and action-planning
  • Project management of all Voice of Customer communication collateral to 150 care homes (including posters, letter templates and the like)
  • Act as an ambassador on the importance of customer satisfaction in building our business to help drive operational involvement in all CX initiatives
  • Logistical support for delivery of a rolling mystery shop programme across our premium portfolio, working with sales colleagues to cascade insight and drive improvement
  • Support in the rollout of brand standards across the organisation, particularly in relation to our core pillar of Customer Satisfaction
  • Contribute to the ongoing understanding of customer behaviour, particularly as it relates to our premium, self-pay driven portfolio of homes
  • Support operational teams on customer feedback issues and improvement planning
  • Work closely with marketing colleagues on data requests and customer testimonials
  • Support SCEM with data analysis for adhoc projects, using primary and secondary sources as appropriate
  • Provide monthly reporting on corporate and competitor intelligence and market trends

   

  Role requirements:

  The ideal candidate for this role will have:

  • Strong analytical and numeracy skills, an interest in data interrogation and an ability to turn data into actionable insight
  • Strong written and verbal communications skills
  • Experience in market research/analytics or marketing activities reliant on customer insight
  • An eagerness to learn and develop
  • Excellent sense of initiative and problem solving
  • Experience in managing challenging workloads

   

  Here's what you can benefit from working with Care UK:

  • Wagestream – a money management app that gives you instant access to your pay
  • Award Winning Care Provider (Residential Care Provider of the Year - Health Investor Awards 2022 & more)
  • Long service awards
  • Discounted gym membership
  • Competitive refer a friend bonus
  • GEM Awards - we recognise colleagues who go the extra mile
  • Hundreds of online and in-store discounts
  • Cycle 2 work scheme
  • Annual purchase holiday scheme
  • Wellbeing support
  • Pension contribution

   

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Care UK is committed to ensuring that it employs people with the right mix of talent, skills and potential and will assess every applicant fairly regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background. Having a criminal record will not necessarily prevent you from working with us, it will depend on the nature of the role and background of any offence.