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Customer Experience Coordinator
We are recruiting a Customer Experience Coordinator to support ICF’s implementation work on the Green Homes Grant Scheme, a major national grant scheme with the Department for Business, Energy and Industrial Strategy (BEIS). The Green Homes Grant Scheme is a UK government-funded voucher scheme to help up to 600,000 domestic consumers make energy efficient home improvements, helping them reduce their energy bills, while also generating up to 100,000 jobs in the UK.
The CX Co-Ordinator will report to the Deputy Director of Customer Experience (CX), supporting the CX management team with project and administration duties for the GHGS. This is a key role and requires a strong background in service/operational businesses whilst delivering value add with a focus on Customer Experience. This role is not for the faint hearted and requires first class organisation, ability to manage competing demands across numerous locations globally, attend and support the client (BEIS) and third-party meetings to provide structure, governance and relevant reporting in a timely manner. Strong communication and relationship management to navigate across a matrix organisation and high-profile client.
Planning and co-ordination of client meetings, collation of agenda points, creation of agenda, distribution of agenda, taking minutes and action points, distributing minutes to attendees
Design, creation and collation of key internal metrics across the CX Service team for internal reporting
Support CX Management with internal initiatives, process improvements and adding value to the CX offering- with documentation, process maps, MI and reporting
Liaison with PMO re updates, tracking to deadlines and providing status updates on risks and issues
Own/contribute to key internal client projects to drive improvements in the service proposition- working with IT, HR, Data Analytics, PMO and Policy Teams.
Collaborate with the CX Service team & other internal departments to meet key objectives. Build effective working relationships with colleagues and key stakeholders within the company and Client organisation.
Ownership for GHGS internal business updates and communications for the internal ICF Site
Support the CX management team with elements of the People Plan.
Controllership and co-ordination of invoice data and processing for third parties and ensuring that data, evidence and queries can be validated and resolved.
Maconomy key SME and controller for CX Service/Operations Management
MBR/Business pack – formatting/collation
Ad hoc duties as required with some occasional travel (when appropriate)
Written & presentation skills as required to communicate business updates and performance, to clients, internal departments, key stakeholders and teams.
Ensure output is critically assessed and reviewed for error or improvement to boost quality levels.
Practice a proactive and professional approach in all daily duties.
Demonstrate a positive attitude, and a willingness to take the extra steps needed to meet and exceed client and internal team’s expectations.
Client focused in all actions, expressing a commitment to high levels of service.
Proactive approach to business and client challenges, engaging with subject matter experts to problem solve and capture growth opportunities.
Review and evaluate service provision, assessing areas of improvement to enhance the customer experience
Attention to Detail
Service/Operation Business Knowledge and Experience with a CX focus
Strong Client Facing Skills
First class organisation and planning skills for that of own work & to support the management team
Excellent excel, PowerPoint, Visio and PC skills to provide bespoke reporting
Articulate communicator to be able to work across all levels of the business
Flexibility and time management to work to meet the needs of the business
Resilient and robust character that can work under pressure and can be flexible at a moment’s notice
Time management skills and the ability to manage multiple tasks
Confident working with numbers and data to create meaningful reports
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.
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