Customer Feedback Lead - 6 month FTC

Customer Feedback Lead
Fixed Term Contract (6 months)  
Full time (34.5 hours), we are open to a conversation about how you work these hours 
Hybrid Split between home and our London Office / Shipley Office 
Salary £35500 - £39500

About us 
At Macmillan you'll find talented people working together to do whatever it takes to support people living with cancer. We're going all out to find even better ways to help even more people who need our support. Our values are at the heart of who we are and everything we do, inspiring our thinking and guiding our actions.

About the role 

As a member of the Customer team, you will be responsible for leading a team of customer feedback advisors who will champion and deliver an unrivalled experience to all customers. You will lead on handling complaints, feedback and compliments across all channels, accordance with Macmillan’s values, regulatory requirement policies and standards.

You will work with a range of people and teams across fundraising, volunteering, campaigning, marketing and the cancer support services delivery teams from across the organisation, leadership and the Chief Executive’s office, and external partners. You will produce analysis on feedback, identify trends and share opportunities for improvement to the customer experience.

About you: 

The successful candidate will demonstrate:

• · Solid experience of customer care or customer relations and resolution management
• · Experience of managing customer complaints and customer feedback Including the ability to resolve complex CEO complaints.
• · Experience of organising, prioritising and managing own workload in a fast-paced environment
• · Analysing data and report writing experience to include Regulator reports for the whole organisation.
• · Setting new processes for exultation procedures and can advise on serious Red Flag complaints
• · Outstanding written and verbal communication skills
• · Respect for customer and business confidentiality
• · Experience of leading and managing teams

What we can offer you?

• · 25 days holiday plus flexible bank holiday options, increasing by 1 day every year of service up to 30 days
• · Pension matched up to 7.5%
• · 120+ learning and development offers, with access to external professional qualifications
• · Flexible working patterns, such as compressed hours, flexibility to work earlier or later around our core working hours of 10am-4pm
• · Holiday buying and selling scheme, life insurance, free wills, retail discounts and much more

Recruitment Process 
Application deadline: Jan 30th 
First interview dates: TBC

To ensure fairness and consistency to select the best candidate for this role, all our applications are anonymised up until an interview has been confirmed. 

We are an organisation that is committed to setting candidates up for success, so we can support you to be at your best during the application or selection process, please contact Macmillan TA Team TATeam@macmillan.org.uk for advice, or a conversation on reasonable adjustments.  

We welcome applications from everyone who meet the criteria and strongly encourage individuals to apply who have a disability, impairment or health condition or individuals who identify as Black, Asian or from another minority ethnic background, as these groups are currently under-represented at Macmillan. Our Equity, Diversity and Inclusion Strategy here along with our internal employee representation body, ‘Our Voice’ and 8 Employee Network groups help us promote fairness and belonging, becoming an engaged and inclusive organisation for all our people.