Logo of Huzzle

Home

Matches

Explore

Manage

Customer Insight & Research Support Officer

image

NHS Business Services Authority

5d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Research & Development
  • Newcastle

AI generated summary

  • You need a keen interest in customer insight, strong numerical and Excel skills, attention to detail, good organization, interpersonal abilities, and relevant admin experience.
  • You will categorize customer feedback, manage emails, support research projects, design surveys, maintain data quality, monitor responses, and ensure compliance while providing administrative support.

Requirements

  • Genuine interest in Customer Insight as a career.
  • Numerical and analytical.
  • Computer literate in Microsoft Office with good Excel skills.
  • The ability to handle multiple tasks with competing priorities.
  • Able to work under pressure and meet deadlines.
  • Attention to detail and able to work to a high level of accuracy.
  • Good organisation skills.
  • Self-motivated when working flexibly.
  • Relevant administration experience in a busy office environment with a customer service focus.
  • Good interpersonal skills with the ability to communicate effectively with staff at all levels internally.
  • Being the first point of contact for resolving and responding to external customer research enquiries.
  • Ability to write survey questions simply and clearly to ensure consistency in communication tone and content.
  • Basic knowledge of questionnaire structure and design, including different types of survey questions.
  • Experience of cleaning and managing email distribution lists to improve data quality.
  • Confident in extracting data and running dashboard checks to ensure accurate presenting of the results.
  • Creating new and using developed coding frames to theme open ended customer comments to identify insights from unstructured data.
  • Familiar with Information Governance and GDPR data requirements.
  • GCSE Grade C or above in Maths and English (or equivalent experience).
  • Qualifications to NVQ level 3 or equivalent.

Responsibilities

  • The primary responsibility will be categorising open ended customer comments into common themes to understand customer experience and help deliver service improvement. Other duties include:
  • Monitoring the Customer Insight mailbox, actioning and responding to emails.
  • Assisting with the maintenance and upkeep of the shared area.
  • First point of contact for research participants' enquiries, resolving and responding to queries.
  • Administrative support to the team to deliver research projects.
  • Assisting the team with operational work requests.
  • Developing survey design knowledge and content to construct questionnaires in the survey tool.
  • Cleaning and management of survey distribution lists to improve data quality.
  • Developing a library of email survey invitation messages to provide consistency in content and communication tone to maximise survey engagement.
  • Monitoring survey response rates and setup reminder emails to maximum response rates.
  • Extracting data from the survey tool to enable reporting to be carried out. Checking the Customer Insight dashboards are accurate.
  • Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.
  • Developing quantitative knowledge and skills and undertaking small research surveys and reporting.
  • Managing own workload, prioritising tasks and working unsupervised.
  • Providing general administrative support as required.

FAQs

What is the role of the Customer Insight & Research Support Officer?

The Customer Insight & Research Support Officer provides support for the administration and delivery of research projects, categorizing customer feedback into common themes to improve services and enhance customer experience within the NHSBSA.

What qualifications are required for this position?

A GCSE Grade C or above in Maths and English (or equivalent experience) is essential. Desirable qualifications include NVQ level 3 or equivalent.

What skills are necessary for this role?

Essential skills include numerical and analytical abilities, computer literacy (particularly in Microsoft Office and Excel), good organization, attention to detail, and the ability to manage multiple tasks under pressure.

Is there an opportunity for career development?

Yes, the NHSBSA encourages career development, and you will have support in growing your career within the organization.

What kind of work schedule can I expect?

The position offers flexible working hours and a hybrid working model, with remote work options available.

What experience is necessary to apply for this job?

Relevant administration experience in a busy office environment with a customer service focus is required, along with good interpersonal skills and experience with survey design, questionnaire structure, and managing distribution lists.

Who will I be working with in this role?

You will collaborate closely with the Customer Insight Lead, NHSBSA Managers, DDaT colleagues, Customer Experience colleagues, and internal stakeholders.

Can I apply if I require a Skilled Worker sponsorship?

Yes, applications from job seekers requiring current Skilled Worker sponsorship are welcome and will be considered alongside others.

What benefits does the NHSBSA offer?

Benefits include 27 days of leave (increasing with service), 8 bank holidays, flexible working options, hybrid work model, access to a wide range of benefits, high-street discounts, an excellent pension scheme, and career development opportunities.

What is the primary responsibility of this position?

The primary responsibility involves categorizing open-ended customer feedback into common themes to gain insights and support service improvements based on customer experiences.

image

NHS Business Services Authority

We deliver business service excellence to the NHS to help people live longer, healthier lives.

Science & Healthcare
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

NHS Business Services Authority (NHSBSA) provides a range of support services to the NHS in England, including administrative and operational functions such as processing prescriptions and managing NHS pensions. Their mission is to deliver high-quality, efficient, and effective services that support the NHS in delivering excellent patient care. Their purpose is to streamline NHS operations, improve service delivery, and ensure the effective management of resources and systems within the healthcare sector.