Job summary
The Customer Insight team is the voice of the customer within the NHSBSA and works with Directorates to help them improve the services provided by listening to our customers and meeting their needs. This feedback helps the NHSBSA become user-led and meet the strategic goal of the Customer.
The Customer Insight & Research Support Officer will provide support to the administration and delivery of research projects. This is an interesting post which will involve working on a range of research projects. The team collects quantitative data through customer satisfaction surveys and carries out internal and external ad hoc surveys with customers, staff, and stakeholders. A key part of the role will be reading large volumes of open-ended customer comments and grouping them into common themes to provide actionable insights across various NHSBSA services.
The post holder will have excellent communication and organisational skills and be able to work in a busy working environment on multiple tasks using own initiative.
Please note that we may close the advert due to high volume of applications.
What do we offer?
27 days leave (increasing with length of service) plus 8 bank holidays
Flexible working (we are happy to discuss options such as compressed hours)
Hybrid working model (we are currently working largely remotely)
Career development Active wellbeing and inclusion networks
Excellent pension NHS Car lease scheme
Access to a wide range of benefits and high-street discounts!
Main duties of the job
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:
1. Monitoring the Customer Insight mailbox, actioning and responding to emails.
2. Assisting with the maintenance and upkeep of the shared area.
3. First point of contact for research participants' enquiries, resolving and responding to queries.
4. Administrative support to the team to deliver research projects.
5. Assisting the team with operational work requests.
6. Developing survey design knowledge and content to construct questionnaires in the survey tool.
7. Cleaning and management of survey distribution lists to improve data quality.
8. Developing a library of email survey invitation messages to provide consistency in content and communication tone to maximise survey engagement.
9. Monitoring survey response rates and setup reminder emails to maximum response rates.
10. Extracting data from the survey tool to enable reporting to be carried out. Checking the Customer Insight dashboards are accurate.
11. Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.
12. Developing quantitative knowledge and skills and undertaking small research surveys and reporting.
13. Managing own workload, prioritising tasks and working unsupervised.
14. Providing general administrative support as required.
About us
Here at the NHS Business Services Authority (NHSBSA), what we do matters.
We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.
We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.
As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.
We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.
We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.
Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!
Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.
We are people connected to care.
Job description
Job responsibilities
In this role, you are accountable for:
1. Monitoring the Customer Insight mailbox, actioning and responding to all emails as necessary with reference to the other members of the Customer Insight team.
2. Assisting with the maintenance, tidiness and the upkeep of the Customer Insight shared area.
3. Acting as the first point of contact for research participants enquiries. Resolving and responding to research queries via telephone, email and Teams.
4. Providing administrative support to the Customer Insight & Research Manager and Officers in the delivery of NHSBSA projects as required and communicating information about research projects.
5. Assisting the Customer Insight Officers with operational work requests (quantitative and qualitative).
6. Developing survey design knowledge and survey content to enable the construction of questionnaires in the survey tool (currently SNAP).
7. Cleaning and management of survey distribution lists to improve data quality and survey response rates.
8. Developing a library of email survey invitation messages to ensure consistency in communication tone and content and help maximise survey engagement.
9. Monitoring survey response rates and setup reminder emails to help ensure maximum response rates to live surveys.
10. Extracting data from the survey tool and providing it to the Customer Insight Officer or Management Information team to enable reporting to be carried out. Checking the Management Information dashboards are accurately presenting the results.
11. Creating new and using developed coding frameworks to code open ended customer comments to enable insights to be identified from unstructured data.
12. Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.
13. Developing quantitative knowledge and skills and undertaking small research surveys as required and creating research reports using a range of IT applications such as Word and PowerPoint. Reviewing the results and providing recommendations for service improvements.
14. Managing own workload, prioritising tasks and working unsupervised.
15. Providing general administrative support as required.
In addition to the above accountabilities, as post holder you are expected to:
1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.3. Encourage an environment where your own and colleagues safety and well-being is promoted.4. Contribute to a culture which values diversity and inclusion.5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.
Working relationships
Responsible to: Customer Insight LeadKey relationships and connections:1. NHS Business Services Authority Managers2. DDaT colleagues3. Customer Experience (CX) colleagues4. Internal stakeholders
Job description
Job responsibilities
In this role, you are accountable for:
1. Monitoring the Customer Insight mailbox, actioning and responding to all emails as necessary with reference to the other members of the Customer Insight team.
2. Assisting with the maintenance, tidiness and the upkeep of the Customer Insight shared area.
3. Acting as the first point of contact for research participants enquiries. Resolving and responding to research queries via telephone, email and Teams.
4. Providing administrative support to the Customer Insight & Research Manager and Officers in the delivery of NHSBSA projects as required and communicating information about research projects.
5. Assisting the Customer Insight Officers with operational work requests (quantitative and qualitative).
6. Developing survey design knowledge and survey content to enable the construction of questionnaires in the survey tool (currently SNAP).
7. Cleaning and management of survey distribution lists to improve data quality and survey response rates.
8. Developing a library of email survey invitation messages to ensure consistency in communication tone and content and help maximise survey engagement.
9. Monitoring survey response rates and setup reminder emails to help ensure maximum response rates to live surveys.
10. Extracting data from the survey tool and providing it to the Customer Insight Officer or Management Information team to enable reporting to be carried out. Checking the Management Information dashboards are accurately presenting the results.
11. Creating new and using developed coding frameworks to code open ended customer comments to enable insights to be identified from unstructured data.
12. Ensuring respondent and response data is managed in accordance with Information Governance and GDPR requirements.
13. Developing quantitative knowledge and skills and undertaking small research surveys as required and creating research reports using a range of IT applications such as Word and PowerPoint. Reviewing the results and providing recommendations for service improvements.
14. Managing own workload, prioritising tasks and working unsupervised.
15. Providing general administrative support as required.
In addition to the above accountabilities, as post holder you are expected to:
1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.3. Encourage an environment where your own and colleagues safety and well-being is promoted.4. Contribute to a culture which values diversity and inclusion.5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.
Working relationships
Responsible to: Customer Insight LeadKey relationships and connections:1. NHS Business Services Authority Managers2. DDaT colleagues3. Customer Experience (CX) colleagues4. Internal stakeholders
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 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.
Desirable
- Team player, willing to take on extra work and work additional hours as required.
- Proactive, with ability to use own initiative.
Experience
Essential
- 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.
Desirable
- Knowledge of multiple NHSBSA service streams.
- Experience of working within a customer insight team or research function within a similar organisation.
- Experience of the SNAP survey tool.
- Interested in studying for a Market Research Society (MRS) qualification.
Qualifications
Essential
- GCSE Grade C or above in Maths and English (or equivalent experience).
Desirable
- Qualifications to NVQ level 3 or equivalent.
Person Specification
Personal Qualities, Knowledge and Skills
Essential
- 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.
Desirable
- Team player, willing to take on extra work and work additional hours as required.
- Proactive, with ability to use own initiative.
Experience
Essential
- 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.
Desirable
- Knowledge of multiple NHSBSA service streams.
- Experience of working within a customer insight team or research function within a similar organisation.
- Experience of the SNAP survey tool.
- Interested in studying for a Market Research Society (MRS) qualification.
Qualifications
Essential
- GCSE Grade C or above in Maths and English (or equivalent experience).
Desirable
- Qualifications to NVQ level 3 or equivalent.
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
