You are a passionate and self-motivated individual with a strong background in customer experience data and performance analysis. You have a degree or equivalent experience in business administration and are skilled in using tools to analyse customer data. You possess excellent written and verbal communication skills, and are adept at engaging with stakeholders and working collaboratively with cross-functional teams. Your attention to detail and analytical thinking enable you to identify trends and patterns in customer data, and you have a proven track record of developing and delivering customer experience improvements.
About the role:
As a Customer Experience Performance Officer, you will support the Customer Experience Manager in delivering and improving the digital customer experience within the service and across the Council. Your responsibilities will include analysing and developing customer insight data, reporting on customer service performance, and managing CRM and omnichannel contact centre systems. You will manage projects to deliver improvements based on customer feedback, create seamless multi-channel customer journeys, and develop recommendations for enhancing customer experience. Additionally, you will train new service users on CRM and contact centre solutions and provide technical support to existing users.
About the team:
You will be part of the Customers and Communities service within the People and Communities Directorate. The team is dedicated to enhancing the customer experience and ensuring that customer interactions are managed effectively. You will work closely with various departments, including the Digital and Data service, to achieve the outcomes of the Digital Customer Strategy. The team values collaboration, innovation, and a commitment to delivering high-quality services to customers.
What next?
If we sound like the right fit for you and you feel like the right fit for us we would welcome your application.
Alternatively if you would like to find out more about the post, the team or working with us at the Council please contact Amanda Leach, Customer Experience Manager, at amanda.leach@exeter.gov.uk
We reserve the right to close any vacancy before the closing date if enough applications are received.
Our commitment
At Exeter City Council we are fully committed to having a diverse and inclusive workforce to reflect the communities we serve.
To support this commitment we will strive to implement reasonable adjustments to support any members of our communities who face barriers in recruitment processes, irrespective of the reason.
We are also proud to be a Disability Confident Employer and have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
* Industries
Government Administration
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