Feedback case officer
Posted Today by Macmillan Cancer Support
£30,500 Per year
Outside
Hybrid
London Area, United Kingdom
Summary: The Feedback Case Officer role at Macmillan is a fixed-term position focused on enhancing customer experience by managing complaints, feedback, and compliments. The successful candidate will collaborate with various teams to analyze feedback and identify improvement opportunities while adhering to regulatory standards. This hybrid role requires minimal office presence, with one day per month in the office. The position offers a competitive salary and a range of benefits aimed at supporting employees' well-being and professional development.
Key Responsibilities:
- Champion and deliver an unrivalled customer experience by handling complaints, feedback, and compliments.
- Collaborate with teams across fundraising, volunteering, campaigning, marketing, and cancer support services.
- Produce analysis on feedback, identify trends, and share opportunities for improvement.
- Manage customer complaints, including complex CEO complaints, with empathy and resolution skills.
- Record and manage data within CRM systems, ensuring high data quality and timely input.
- Prepare reports, including regulator reports, to drive continuous improvement.
Key Skills:
- Solid experience in customer care or customer relations and resolution management.
- Experience managing customer complaints and feedback, particularly complex issues.
- Strong analytical skills and report writing experience.
- Proficiency in data management within CRM systems and spreadsheets.
- Outstanding written and verbal communication skills.
- Respect for customer and business confidentiality.
Salary (Rate): £30,500.00 yearly
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: Other
Feedback case officer Fixed Term Contract (12 months) Full time (34.5 hours), we are open to a conversation about how you work these hours
[Location] - Split between home and our London Office / Shipley Office / Glasgow office: Our Hybrid model for this role will mean 1 day per month in the office.
[Salary Range] £27500 - £30500 – benefits and recognition
About us At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.
About the role As a member of the Customer Experience team, you will be responsible for championing and delivering an unrivalled experience to all customers. You will lead on handling complaints, feedback and compliments across all channels, accordance with Macmillan’s values, regulatory requirement policies and standards. You will work with a range of people and teams across fundraising, volunteering, campaigning, marketing and the cancer support services delivery teams from across the organisation, leadership and the Chief Executive’s office, and external partners. You will produce analysis on feedback, identify trends and share opportunities for improvement to the customer experience.
About you? The successful candidate will demonstrate:
- Solid experience of customer care or customer relations and resolution management in line with processes and regulatory standards
- Experience of managing customer complaints and customer feedback including the ability to resolve complex CEO complaints, engaging empathetically with customers to resolve their issues
- Analysing data and report writing experience to include Regulator reports for the whole organisation to drive continuous improvement
- Experience of accurately recording and managing data within CRM systems, spreadsheets and/or databases, ensuring high data quality and timely input
- Outstanding written and verbal communication skills
- Respect for customer and business confidentiality
What we can offer you? 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days Pension matched up to 7.5% 120+ learning and development offers, with access to external professional qualifications Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more
Recruitment Process Application deadline: June 11th First interview dates: TBC To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. We are an organisation that is committed to setting candidates up for success, so we can support you to be at your best during the application or selection process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice, or a conversation on reasonable adjustments. We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.