Job Title: Customer Survey Coordinator

Line Manager: Customer Service Manager

Department: UKEC

Contract Type: Part-time, fixed-term 

Working Hours: Up to 20 hours per week

Start Date: 17/02/2020

Location: Manchester City-Centre

Salary: £7.70 per hour if under 25 and £8.21 per hour if over 25 years of age

Overall Purpose of the Job:

We are looking for a motivated candidate who can conduct high-quality customer surveys to start immediately.  You will be provided full training and then be responsible for creating and undertaking all customer surveys to assess levels of customer satisfaction, collate feedback, deal with complaints and identify areas of problems and opportunity.

The key tasks include but are not limited to:

Contact UKEC customers to collect customer satisfaction feedback and analyse the date

Keep record of enquiries, comments, complaints, and actions taken.

Prepare and distribute customer survey reports, and maintain relevant database.

Identify improvement opportunities using the customer satisfaction and behavioural data to point out the direction of specific enhancements that will make the customer experience more effective.

Manage and update survey questions and results to match customer needs

Perform other ad-hoc related duties as required by the line manager.

Required Knowledge, Skills and Experiences:

Educated to degree level or equivalent

Be able to take ownership of projects to drive success

Excellent communicator with the ability to communicate effectively to groups and individuals, tailoring your style to suit the audience and situation

Professional telephone manner

Pays high attention to detail with accuracy

Good command of both Mandarin & English

Good time management, IT, organisational skills, including the ability to meet deadlines

Good statistical attributes

Able to manage confidential and sensitive information

Reliable, honest, intelligent with the ability to multitask

Previous experience in a telephone survey role would be a distinct advantage