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Customer experience specialist

Location
Derby
Salary
£34,400
Job Type
Permanent
Posted
14 May 2024
Customer experience specialist£34,400 per annum Regional
As a member of the Rolls Royce team, the role holder will be responsible for the planning, coordination, and delivery of various activities and initiatives that are designed to drive awareness, participation, and customer satisfaction across our catering and retail spaces. This will involve collaborating with client representatives and the central team to implement seasonal promotions, new offer launches, and sustainability and wellbeing initiatives. The role holder will also be support the catering team for planning and executing street food pop-ups, guest chef events, and supplier sampling to increase participation, spend, and satisfaction. Additionally, they will coordinate team engagement and events to maximize opportunities and ensure effective use of digital screens and social media channels to share key messages and promote site-based initiatives. Finally, they will lead the approach to customer feedback, ensuring that we are listening effectively to customers and using their feedback to improve the customer experience.
Key Accountabilities 
  • Seasonal Activity Calendar - Delivery of central initiatives to drive awareness and participation in our restaurants and event spaces - scheduling, planning and delivering involving the entire RR team but also cooperate with Client Reps' initiatives.
  • Promotions - Implementation of seasonal promotions such as new products and price down promotions with any identified local promotions to be submitted to the correct departments 
  • Sustainability & Wellbeing - Execution of key sustainability and health and wellbeing initiatives. To drive completion of our Compass Net Zero Program (environmental toolkit)
  • Pop Ups - Planning and execution of street food pop ups (centrally developed and 3rd party high street pop ups), guest chefs & supplier sampling to maximise participation, spend and satisfaction 
  • New Offer Launches - Support and communicate with the launch of new dishes to the offer raising awareness with sampling activity
  • Team engagement/ Events - Co-ordination of activity to maximise opportunity of events
  • Digital & social media - Management of digital screens and social medias across the client base to share key messages provided by the central team and site-based initiatives
  • Feedback mechanics, forums and focus groups - Will lead the approach to customer feedback, ensuring that we are listening effectively to customers and bringing together all feedback to ensure the customer voice informs a great a customer experience
  • Training - lead on customer service training for contract 

Person SpecificationLeadership behaviours:
  • Can Do  - Finds new/quicker ways of meeting goals, shows conviction in own judgement and decisions and responds quickly under pressure
  • Share Success - Delegates tasks to develop others
  • Passion for Quality - Takes personal responsibility for correcting customer service problems, consistently sets demanding performance expectations and sets priorities to maximise benefits
  • Win through Teamwork - Pursues friendly relationships with colleagues, shares own knowledge and insight and displays a high level of energy and commitment to the organisation
  • Embrace Diversity - Listens to others and values their contributions, receptive to new and builds on ideas and acts in ethical and socially responsible manner.
  • Takes Responsibility - Uses the right influencing techniques to gain the necessary commitment and support from others, both internally and externally
Essential 
  • Engaging and confident
  • Approachable
  • Numeric and analytical skills
  • Strong organisational skills
  • Excellent verbal and written communication skills
  • Use of all social media channels to aid communications
  • Ability to analyse and evaluate information
  • Demonstrates Compass values and recognition principles
  • Commercially focussed with ability to measure impact and results
  • Approach to analysis of work problems and opportunities that allows commercially sound judgements to be made on time
  • Ability to quickly gain credibility with key stakeholder groups
  • An approach to negotiating and building co-operation that supports organisational goals
About UsPart of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams.
Job Reference: com/0205/41733001/52639505/ONE
Compass Group UK&I wants everyone in our business to feel able to be themselves at work and to have an equal opportunity to progress their career. We want to create a culture where we respect and embrace everyone's talents, beliefs, backgrounds, and abilities. Where our colleagues feel valued, can reach their full potential, and thrive - Diversity is Our Strength!
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