Strategic Co-ordinator

Posted 20 February by Equiniti
Role Summary

As a member of the Customer Insight team, the Strategic Co-ordinator will be responsible for supporting the CCO department to manage and evaluate incoming work requests, ensuring work is scheduled and the appropriate resource is allocated. The aim to ensure requests are appropriately prioritised to support the wider business objectives to deliver excellent customer service.

Department Information

The purpose of the Chief Customer Office is to drive significant value by joining up experiences, journeys and EQ products, so users will seamlessly become direct customers across multiple business lines.

Core Duties/Responsibilities

Successful candidate will the responsible for the below duties

  • Management of the CCO departmental planner, including scheduling of tasks, volumes, and report delivery
  • Management of the on team CCO gateway of new work/business,
  • Support the compilation of Customer Insight reports, providing results, statistics and supporting comments,
  • Support the Head of Customer Insight to deliver a number of objectives such as:
  • Launching new Customer Experience forums,
  • Create a new Customer Insight team in Birmingham,
  • Enhance the NPS program,
  • Introduce a new Employee NPS Program,,
    • Work in partnership with project and business stakeholders to maximise customer and client satisfaction,
    • Identify and escalate risks, dependencies and issues that could threaten delivery,
    • Develop and maintain effective working relationships with colleagues, stakeholders, suppliers and clients,
    • Form part of key stakeholder sessions to provide oversight and support to ensure overall action plans are in place and are effective,
    • Support CCO team in all aspects of the teams work and provide cover for the team members when appropriate including support with small projects,
    • Work with CCO communications to maximise coverage of the team by supporting communication activities which engage customers and stakeholders.
Skills, Capabilities and Attributes

Successful candidate should posses the following skills

  • Excellent organisation, planning skills and progress monitoring,
  • A good understanding of the EQ Group and business areas,
  • Excellent stakeholder management,
  • Excellent communication skills, considering the audience at every stage,
  • Attention to detail, works hard to get it right first time,
  • Customer focused,
  • Confidence in suggesting enhancements to current approach(s),
  • Proactive,
  • Built effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same,
  • Problem solving,
  • Using information effectively,
  • Deliver business results.

Required skills

  • Customer Service
  • Process Scheduler
  • Reporting

Reference: 34308531

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