Customer Experience and Insights Specialist
Full description
Position: Customer Experience and Insights Specialist
Location: Remote
Salary: Up to £30,000
At Tempdent, we're passionate about helping learners achieve their potential through outstanding apprenticeship programmes. We're looking for someone who loves improving customer experiences and turning feedback into meaningful change.
The Customer Experience & Insights Specialist plays a key role in ensuring that the voice of the customer (VoC) is embedded across Tempdent, and this role is responsible for capturing, analysing and acting on learner and employer feedback to improve the overall customer experience.
Alongside this, you will support the wider team in delivering excellent customer experiences through the effective handling of complaints and queries, ensuring all concerns are resolved promptly and used to identify opportunities for improvement. Working closely with the Head of Customer Strategy, you will turn feedback into action collaborating with teams to implement improvements, track impact, and help deliver consistently high-quality experiences for all customers.
A selection of the key responsibilities
Customer experience & complaints handling
Respond to queries and act as first-line response for complaints as part of a team rota
Resolve learner and employer concerns and complaints quickly and effectively, ensuring a positive outcome
Use empathetic listening and problem-solving skills to understand root causes and provide appropriate solutions
Voice of the Customer (VoC) ownership
Own and manage the Voice of the Customer (VoC) programme across the learner and employer journey
Own the tracking, reporting and follow up of CSAT and NPS
Gather feedback through surveys, touchpoints and direct engagement to measure customer satisfaction (CSAT) and NPS
Ensure all dissatisfaction (e.g. low CSAT/NPS scores) is responded to promptly with appropriate follow-up actions
Insight, analysis & reporting
Analyse customer feedback to identify key themes, strengths and areas for improvement
Use systems such as Salesforce dashboards and Power BI to produce insight-led reports and presentations
Share insight outputs regularly with the Head of Customer Strategy to inform priorities
Continuous improvement & change delivery
Work closely with the Head of Customer Strategy to identify and prioritise improvement opportunities
Engage with teams to implement agreed improvements based on customer feedback
Follow through actions to completion, ensuring accountability and measurable outcomes
Customer engagement & experience enhancement
Contact learners and employers to gather feedback and measure satisfaction via focus group activities
Support the design and improvement of customer journeys by identifying pain points and opportunities
Help ensure a consistent, high-quality experience across all learner and employer touchpoints
General responsibilities
Work closely with the Head of Customer Strategy to share insights and collaboratively address learner and employer needs
Promote a positive image of Tempdent and embody our values of "Our Heart" in all that you do
Measures of success for this role include:
CSAT & NPS improvement across lifecycle
Complaint resolution time & quality
VoC response rates & engagement
Measurable impact of improvements (e.g. retention, satisfaction trends)
What we are looking for:
GCSE (or equivalent) in English and Maths.
Experience in customer experience, customer service or insights
Experience handling complaints and analysing customer feedback
Knowledge of CSAT and NPS
. Experience in education/apprenticeships and Salesforce/Power BI would be advantageous
Excellent communication and analytical skills.
Empathetic, organised and solution-focused.
. Strong stakeholder management and Microsoft Office skills
To see the full description and person specification for this role, please contact Talent@knovia.co.uk
Ready to join a supportive organisation where your ideas directly improve learner and employer experiences while developing your own career? Then apply today!
Our benefits
. 20 days annual leave (increasing with length of service plus bank holidays)
. Gifted leave for Christmas Closure
. Birthday day off, as a gift from us to you following 1 year service
. CPD and internal development opportunities
. Remote working
We will be reviewing applications and conducting interviews on an on-going basis which may mean this vacancy closes prior to the advertised closing date if we have identified a suitable so please apply as soon as possible.
