Customer & Employee Insight Manager 1 year Fixed Term
Salary: up to £47,000 per annum
Benefits:
26 days holiday plus bank holidays, Enhanced Pension Plan, Private Health Single Cover, Life Assurance, Car/Car Allowance, Career progression with our Training and Development programme, Cycle to Work Scheme, Oracle benefits; including Cashback, voucher codes, shopping vouchers, reloadable cards, discount holidays etc., Eye Care Vouchers, Share Save schemes, 1 Professional Subscription per annum, Paid voluntary work
About the company
At Morgan Sindall Property Services (MSPS) we believe that talented people are key to our success. There’s nothing that excites us more than finding and developing talent and empowering people to be the best they can be.
We are the leading provider of building maintenance services within the public sector; providing repairs, planned & void refurbishments and compliance services to over 200,000 properties nationwide.
As a company we love pushing boundaries, challenging the status quo and doing things differently to provide the best possible outcomes for our employees and customers. Whether it’s investing in new technology, developing the careers of our people or creating last legacies within the communities we work; we love knowing that we keep moving forward.
About the team
MSPS operates a decentralized philosophy. This means that while we maintain a strong and consistent approach to the way we work, our teams and contracts have the flexibility to tailor and adapt their delivery to meet the needs of our customers.
With over 30 different contracts nationwide, our teams are empowered to make decisions based on what is right for the project, ensuring our customers always comes first.
About the Role
Reporting directly into the Head of Communications & Marketing, the Customer & Employee Insight Manager will support data insight & reporting by providing effective project management for our Customer & Employee satisfaction tool, Rant & Rave. It will assist with the project roll out and data analytics, drive continuous improvement and oversee effective communication of our progress.
About You
- Take ownership of implementing and embedding Rant & Rave across all contracts
- Analyse and translate data from the Rant and Rave platform in to meaningful information to drive business improvements, customer satisfaction and employee insight
- Work closely and collaboratively with both internal and Client Teams to promote and recognise best practice
- Work closely with contract teams to promote best practise and drive a consistent approach to managing and refining our processes to improve customers and employees satisfaction.
- Analyse results and provide reports as required, suggesting process improvement and areas of risk
- Work with the marketing and communication team to document and capture business improvement on the back of the Rant and Rave platform
- Assist with compilation of effective internal and external communication to the business in a ‘you said, we did’ approach
- Work with contract leads to develop standard reports/ dashboards that is consistent across all the business’s operations.
- Be an advocate for MSPS customers using the outputs from Rant and Rant to improve customer experience
- Act as key account manager for the Rant and Rave platform
- Support management in balancing the interests of shareholders, employees, clients, customers and other stakeholders, ensuring return on investment
- Abide by, and work within, the spirit of the MSPS Good Governance Charter and Values
- Ensure the project is delivered both to time and to budget
- Ensure risks are identified early and actively managed
- Collaborate with colleagues and support staff to develop best practise and implement change
- Support on the implementation of all our policies, Company, industry standards and initiatives with overall contractual compliancy across all projects
- Actively support and champion our HS&E strategy and the management system and applications of HS&E standards across the business
We will be looking for someone with:
- Excellent understanding of Rant & Rave software or a similar customer experience tool
- Preferred previous experience of the Social Housing sector; R&M, Planned, and Compliance services sectors or adjacent market
- Significant project and change management experience
- Excellent communication skills both written and oral
- Ability to build both strong client and internal relationships at all levels
- To be self-motivated and able to develop ideas and initiatives
- Ability to manage, facilitate and co-ordinate various functional activities
- Ability to work in a collaborative manner within a team environment
To be part of a successful team and build your future career with Morgan Sindall please apply now
This is a fantastic opportunity to join one of the leading industry sector companies where we recognise the value of diversity, flexible working and that talented people are key to our success