CRM Analyst & Customer Experience Lead

CRM Analyst & Customer Experience Lead

£31,586 - £35,235

Full time – 37 hours a week

Rugby Borough Council is dedicated to both Community and Colleague growth. With a focus on wellbeing and personal development, we offer a range of career opportunities where you can take pride in the positive changes you help create. Join an organisation committed to the success of one of the Country’s fastest-growing boroughs and the people who make it thrive.

About the Role

We have an exciting opportunity within our Customer Service Team for a CRM Analyst & Customer Experience Lead who will play a significant role in championing the use of new processes and innovations to ensure our customers have an excellent experience throughout their journey with Rugby Borough Council.

Working as part of a team of Customer Service Advisors, this is a varied role where you will be responding to requests for information about a range of local and County Council services, helping customers to access and pay for services via the telephone, emails, and face to face. You will require a mind-set that is focused on delivering consistently good customer care.

Using your own skills, knowledge, and experience, you will assist with the ongoing development of data capture methods which facilitate management reporting on areas such as value and customer satisfaction.

Your role will be to create and maintain detailed process flow charts relating to the services delivered, sometimes in collaboration with Business Analysts and Data Analysts, and to collaborate with the Customer Service Manager and other colleagues to identify Performance Indicators which provide relevant and accurate process information for performance improvement.

To achieve this, you will need to be capable of developing your knowledge of all services provided by the council and will need to have a mind-set that is focused on delivering consistently good customer care.

About You

You will be able to demonstrate the following skills, knowledge, and experience:

• Experience of dealing with customers both on the telephone and face to face and dealing with requests for information.
• Ability to share information, champion ideas and significantly contribute to service improvements.
• Experience of using technology and a range of systems to input data and manage relationships with customers.
• An initiative-taker who can work with minimal supervision, to see what needs to be done, and to work accordingly.
• Experience of team and project work.
• Able to move forward with service developments, adapt to change and demonstrate a flexible approach.

Benefits

• 35 days leave (including 8 Bank Holidays and 3 extra days normally applied at Christmas)
• Generous Local Government Pension Scheme
• Annual leave purchase scheme
• Structured Induction Program
• Learning and Development opportunities including Future Leaders programmes
• Payment of a professional subscription for approved professionals
• Family Friendly Policies
• Independent Support for your health & wellbeing
• Generous compassionate leave
• Extra Benefits including Retail Discounts, Car Salary Sacrifice & Cycle to Work scheme and more