Customer Experience Insights Assistant

Knowledge

Be aware of broader organisational goals and understands the impact of own actions on cost.

Support the production of MI relating to the Voice of the Customer Programme

Previous Experience of working within a customer service environment/Insurance based environment

Draw conclusions and make recommendations to improve our customers experience and satisfaction scores

Knows the features of own product/service/techniques and can accurately answer customer’s/colleagues’ questions.

Draw conclusions and make recommendations to improve our customers experience and satisfaction scores

Present conclusions and recommendations to internal key stakeholders

Skills

Awareness of our regulatory requirements for a broad range of customer interactions

Identify survey process issues and data errors and collaborate with various internal teams and external partners to resolve

Look for opportunities to improve customer survey conversion and or questions within the surveys that will lead to improved insights from customers feedback

Identify from customer feedback, customers who need to be contacted to resolve an issue they have raised and ensure these are passed to the relevant team to resolve

Identify opportunities to increase the scope and coverage of the Voice of the Customer programme across the Atlanta Brands

Ability to find solutions which help the business deliver better experiences for customers

Behaviours

To actively support and encourage at all times, compliance with our quality principles, company policies and best practice in security, legal and regulatory requirements

Highly accurate, paying appropriate attention to detail

Take responsibility for own actions and decisions without being prompted but aware of when to refer to others

Passionate about customers and delivering great customer experience

Willingness to develop skills to support the completion of work based activities