Customer Feedback and Engagement Co-ordinator, Derby

Help us make sure our customers voices are heard, understood and acted on.

Were looking for a Customer Feedback and Engagement Coordinator to help us collect, coordinate and share customer feedback across Futures.

Its a great opportunity for someone who enjoys working with people, information and digital tools, andwants tohelp turn customerfeedback into meaningful service improvement.

Youll also help close the feedback loop byshowing customers how their views have influenced change, improvement or review.

What youll be doing

Youll bring together customer feedback from surveys, digital engagement, complaints, compliments, focus groups, events, scrutiny activity, call transcriptions and sentiment analysis.

Youll organise feedback so it can be shared clearly with colleagues, service leads andthe Insight Team,helping customer voiceshape decisions andimprovements.

Youll also:

• support the development of a self-serve customer feedback dashboard
• manage and keep our customer engagement platform up to date
• help design accessible and inclusive ways for customers to get involved
• support customer engagement activity such as surveys, campaigns, events and focus groups
• work with Communications and service teams to share you said, we did style updates with customers
• support new feedback systems, tools, workflows and automated reporting
• build strong relationships across the organisation to help strengthen how we use customer feedback.
• Manage the My Voice Platform creating surveys and innovative information pieces and collating information from users of the site

What were looking for

Were looking for someone organised, curious and customer-focused,who enjoys working withothers andcan turn feedback into clear, useful insight.

You dont need to have done this exact role before. If youre comfortable working with feedback, systems and information from different sources, wed love to hear from you.

Youll bring:

familiarity with customer-focused environments

• clear written and verbal communication skills
• willingness to use digital systems, Microsoft Office tools and reporting inputs
• a way of organising information, identifying themes and balancing different priorities
• an interest in customer feedback, customer voice or engagement principles
• a commitment to accessible and inclusive engagement
• a practical, positive approach to working with colleagues and customers.

Sounds like me, so what are you offering?

If youre successful, youll join a supportive organisation with a great culture, competitive benefits, development opportunities and the chance to make a real difference for our customers.

This role is 37 hours per week, paid monthly. Youll also get 25 days holiday plus bank holidays and concessionary days at Christmas, along with private healthcare options, discount schemes and a strong focus on health and wellbeing.

Were proud to hold the Investor in People Platinum award, recognising our commitment to helping colleagues feel supported, valued and able to do their best.

To start your Futures journey, take a look at the role profile. Make a note in your diary, interviews will be held in person at our main office, Castle Donington, 6th October.

We may contact candidates as applications come in and may close the vacancy early if we receive strong interest.

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