Customer Insight Researcher known internally as "Customer Insight - Call Interviewer
Beeston, Nottingham
£23,950
This permanent position is available as 1x full-time opportunity or as a part-time job-share agreement. Please specify in your application, whether you are interested in this vacancy as a full-time or part-time opportunity.
About Us: Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.
This role: We are recruiting for a permanent Customer Insight Researcher to sit within the Corporate Services Directorate in the Strategy, Projects and Performance Team. The role can be full time; however, we also welcome job share applications.
As a Customer Insight Researcher, you will be responsible for engaging with customers across several communication channels to gather feedback on the services provided by MTVH. Your exceptional communication skills and unwavering commitment to outstanding customer service are pivotal in making each customer feel genuinely heard and valued. You will create an impartial environment that encourages them to share their thoughts openly, instilling confidence that their feedback will be instrumental in driving improvements to our services.
Through your efforts, you will play a key role in enhancing the overall customer experience and fostering a culture of continuous improvement. As a team player you will be able to manage your own workload and utilise key customer response times to maximise survey response rates, which enables the team to meet target requirements.
What you'll need to succeed:
Able to cultivate trust with customers and create an open and honest environment where they can share their experiences and feedback
You will be able to provide excellent customer support and handle challenging situations effectively
Ability to self-motivate and take ownership of achieving team objectives and targets
A real team player, with a can-do attitude
Strong interpersonal skills to establish credibility and build relationships with colleagues and customers quickly
An excellent communicator with the ability to keep the complicated simple, you will be able to understand and read your audience, adjusting your delivery style accordingly
You will be able to prioritise tasks while remaining supportive of changing demands effectively
It will be desirable to have GSCE English/Maths or equivalent
Given the nature of the role, you will need to be able to speak and write English in a clear and correct manner
Having a good level of computer literacy is essential, which includes proficiency in using office applications and web-based browsers
Having exceptional record-keeping skills and strong attention to detail is crucial for the fast-paced work you will be doing
Be sure to identify cases that require additional support and ongoing management and escalate them appropriately
Key dates: In-person interviews scheduled for week commencing Monday 24 February
Please note :- we do not currently offer visa sponsorship.
Whats in it for you?
Our benefits include:-
28 days annual leave plus 8 bank holidays (pro rata for part time) per year
2 volunteering days per year for things like helping out in local communities
An additional Beliefs day once a year to have an extra a day off
Supported family friendly approach with extended parental leave
Enhanced pension with matched contributions of up to 9%
Option to buy or sell up to 5 days annual leave per year
Life assurance cover 3 x your salary
Cycle2work scheme
Hybrid Working - Dependent on job role and department
Health cash plan scheme for your everyday healthcare needs which you can add your family members too
Tenancy deposit interest free loan to help with rental deposits and season Ticket loan
Access to extensive learning and training opportunities with Wisebox platform
Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation
About us
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively Serving people better every day to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and others wellbeing.
We provide a platform of Network groups for employees to share views, tell us what were doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-
Gender
Ethnicity
LGBTQ+
Disability
Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
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