Customer Liaison Officer
High Wycombe + Hybrid Working
£36,151 + Excellent Benefits
This is a Maternity Cover, 12 month FTC
Ready to bring your passion and expertise to a role where you can truly make a difference?
Are you passionate about customer involvement and driven by a desire to make a positive impact? We are looking for an outcome driven Customer Involvement Officer to help us amplify the voices of our customers and drive service improvement. This is a Maternity Cover, 12 month FTC.
Why you'll love working here:
- Purpose-driven work: Play a key role in large-scale community and neighbourhood projects, ensuring customer feedback directly shapes our services.
- Collaborative Environment: Join a supportive team dedicated to impact-driven customer involvement and continuous improvement.
- Professional Development: Grow your skills and make a tangible difference in a values-led organisation.
Key Responsibilities:
- Champion the customer voice: Plan, deliver, and support effective customer involvement initiatives, ensuring customer feedback influences service delivery, and customers know what difference their voice has made.
- Implement strategic goals and standards: Support the rollout and promotion of our new customer voice strategy, establishing and applying standards for customer involvement, and guiding colleagues on how to achieve impactful outcomes.
- Build strong relationships: foster ongoing relationships with both involved customers and colleagues.
- Customer Insight: Use customer insight captured during customer involvement opportunities (such as survey responses, emails and in person comments) to present current customer expectations and recommendations, to drive future service improvements.
- Increase customer opportunities: Design and deliver involvement activities such as surveys, interviews, customer review groups, and support the development of our new Customer Voice Panel and Community Champion offer.
- Develop skills and promotion: create tools, guidance, and training to help colleagues understand regulatory and good practice requirements around customer involvement. Network across the business to highlight the advantages and results of successful customer involvement.
Experience and Skills:
- Proven experience in customer-focused roles
- High-quality communication skills
- Strong organisational and project management skills, experience in both face-to-face and digital engagement activities would be preferred but this is not essential.
- Ability to analyse qualitative customer insight data such as customer comments/email replies.
- Confident in using Excel, Word, PowerPoint and Outlook.
- Personal Attributes:
- A collaborative team player who shares our values and maintains a positive, friendly attitude.
- A solutions-driven, innovative approach with a 'can-do' attitude
- Ability to work independently and see projects through from start to finish.
- Additional Requirements: Full driving licence (preferably clean) and own vehicle. Business mileage will be reimbursed at the prevailing rate (currently 0.45p per mile (less home-to-work mileage) up to 10,000 miles per year.
We reserve the right to close this role earlier than the published date should a suitable candidate be identified.