Feedback Manager
| Dyddiad hysbysebu: | 17 Ebrill 2026 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Up to £31,000 per annum, Hybrid Working at our Amazing Leeds Office & Lots of Perks! |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Mai 2026 |
| Lleoliad: | LS12 6LL |
| Cwmni: | thebigword |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 3ecb6b0417f74e778ebc |
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Your Role in Action
Are you driven by delivering fair outcomes and improving customer confidence? As our Feedback Manager, you’ll lead the effective management of customer queries, questions, concerns or complaints, ensuring each case is handled with care, consistency, and accountability.
You’ll work across all departments and with clients to assess issues, uncover trends, and influence service improvements. By championing learning from feedback and promoting best practice, you’ll play a key role in strengthening customer trust and enhancing standards across the organisation.
What You’ll Be Responsible For
- Own Feedback and Resolution
Take full ownership of customer and internal feedback, ensuring all matters are investigated, resolved promptly and translated into meaningful improvements. - Deliver Insight Through Trend and Root Cause Analysis
Conduct regular trend and root cause analysis to proactively identify issues and opportunities for improvement, translating insight into practical, measurable actions. - Drive Quality and Service Improvement Initiatives
Design, implement and monitor initiatives that enhance quality, service delivery and customer satisfaction, ensuring alignment with business objectives. - Act as the Quality Point of Contact
Serve as the central liaison, working closely with Operations, Sales, LR and clients to ensure clear communication and joined-up decision-making. - Produce Clear and Insightful Reporting
Deliver comprehensive feedback reports, analysing trends and themes across client and supplier input to produce clear, actionable insights that inform decision-making and drive improvement. - Lead Client-Facing Engagements
Lead client-facing meetings relating to feedback and service performance, clearly articulating findings, agreed actions, and outcomes to ensure transparency, accountability, and resolution. - Ensure Consistency Through Calibration
Plan and facilitate calibration and levelling sessions to maintain consistency, fairness and adherence to quality standards. - Managing and developing the Feedback team
Fostering a supportive, high-performing culture where colleagues are empowered, well-trained, and confident in delivering fair customer outcomes.
The Perfect Match: Your Skills & Talents
- Knowledge of Operations and Feedback Management, ensuring high standards and continuous improvement.
- Strong analytical and problem-solving abilities, with a talent for data analysis that drives informed decision-making.
- Strong analytical skills, with the ability to use data, trends and root cause analysis to drive improvement
- Confidence handling customer feedback and complaints through to effective resolution
- Clear, professional communication skills, with the ability to work effectively across teams and with clients
- A collaborative, detail-focused approach, with the confidence to take ownership and influence others
Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd