Department: Community Investment & Engagement
Reports To: Manager – Service Improvement
Directly Responsible For: N/A
Hours: 37
Overall team / department
The Community Investment Team leads the development and delivery of our community investment programmes, to achieve our corporate plan and create social impact for our customers and their communities. The programmes are delivered through collaboration with external stakeholders, commissioned projects and in-house delivery.
The Customer Engagement Team leads the development and delivery of customer engagement programmes and delivery of the Group’s Customer Engagement Strategy, ensuring customer voice is at the heart of our decision making.
The Service Improvement Team provides the Customer Insight Directorate with central co-ordination of process compliance, performance data and analysis, and continuous improvement activity.
Key role priorities
* Support the Manager - Service Improvement in delivering services to support the effective operation of the Customer Insight function.
* Generation of transactional feedback data on Livv services, and effective analysis to provide ‘actionable insights’ to inform the focus for service improvements.
* Support in co-ordinating the delivery of service improvement actions and plans
Key working relationships
* The role holder’s primary relationship is with the Manager – Service Improvement, to identify customer feedback and data analysis requirements.
* The role holder will also work with colleagues across Customer Insight to identify opportunities to improve the quality of customer feedback and support the development of surveys and analysis to achieve this.
* The role holder will also work with colleagues in the Business Intelligence function, to collaborate on data analysis & insight requirements where needed.
Main duties & responsibilities
* Manage and maximise utilisation of our transactional feedback system, to gain customer feedback in relation to Livv service delivery - including designing and building surveys and dashboards.
* Data analysis of customer feedback or other performance data, to provide 'actionable insight' and root cause analysis.
* Identification of areas requiring further focus / service improvement, based on data analysis.
* Production of performance information and reports.
* Support with design and delivery of service improvements across the directorate.
* ntify opportunities to improve processes and feed these to the Manager- Service Improvement.
* Carry out ad-hoc desk based research as required.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* Transactional feedback is representative of total customer base (by customer personas).
* Effective identification of root causes of dissatisfaction, including any emerging trends and/or differences by customer segment.
* Production of high-quality reports, providing ‘actionable insight’ to inform service improvement activities.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Experience
Data analysis (E)
Production of performance reports (E)
Qualtrics system administration (D)
Skills, knowledge & ability
IT skills, including use of Microsoft Office packages (E)
Proficient in use of Microsoft Excel (E)
Report writing / effective presentation of data (E)
Ability to clearly summarise key themes from large amounts of data (E)
Personal characteristics
Able to self-motivate and work on own initiative E)
An effective team player (E)
Confident, helpful, and enthusiastic, customer focused attitude (E)
Effective problem-solving skills (E)
Other
Must be able to travel independently (E)
Flexible approach to hours worked (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us