Customer Experience and Insights Specialist

Position: Customer Experience and Insights Specialist

Location: Remote

Salary: Up to £30,000

At Tempdent, we're passionate about helping learners achieve their potential through outstanding apprenticeship programmes. We're looking for someone who loves improving customer experiences and turning feedback into meaningful change.

The Customer Experience & Insights Specialist plays a key role in ensuring that the voice of the customer (VoC) is embedded across Tempdent, and this role is responsible for capturing, analysing and acting on learner and employer feedback to improve the overall customer experience.

Alongside this, you will support the wider team in delivering excellent customer experiences through the effective handling of complaints and queries, ensuring all concerns are resolved promptly and used to identify opportunities for improvement. Working closely with the Head of Customer Strategy, you will turn feedback into action collaborating with teams to implement improvements, track impact, and help deliver consistently high-quality experiences for all customers.

A selection of the key responsibilities

Customer experience & complaints handling

• Respond to queries and act as first-line response for complaints as part of a team rota
• Resolve learner and employer concerns and complaints quickly and effectively, ensuring a positive outcome
• Use empathetic listening and problem-solving skills to understand root causes and provide appropriate solutions

Voice of the Customer (VoC) ownership

• Own and manage the Voice of the Customer (VoC) programme across the learner and employer journey
• Own the tracking, reporting and follow up of CSAT and NPS
• Gather feedback through surveys, touchpoints and direct engagement to measure customer satisfaction (CSAT) and NPS
• Ensure all dissatisfaction (e.g. low CSAT/NPS scores) is responded to promptly with appropriate follow-up actions

Insight, analysis & reporting

• Analyse customer feedback to identify key themes, strengths and areas for improvement
• Use systems such as Salesforce dashboards and Power BI to produce insight-led reports and presentations
• Share insight outputs regularly with the Head of Customer Strategy to inform priorities

Continuous improvement & change delivery

• Work closely with the Head of Customer Strategy to identify and prioritise improvement opportunities
• Engage with teams to implement agreed improvements based on customer feedback
• Follow through actions to completion, ensuring accountability and measurable outcomes

Customer engagement & experience enhancement

• Contact learners and employers to gather feedback and measure satisfaction via focus group activities
• Support the design and improvement of customer journeys by identifying pain points and opportunities
• Help ensure a consistent, high-quality experience across all learner and employer touchpoints

General responsibilities

• Work closely with the Head of Customer Strategy to share insights and collaboratively address learner and employer needs
• Promote a positive image of Tempdent and embody our values of "Our Heart" in all that you do

Measures of success for this role include:

• CSAT & NPS improvement across lifecycle
• Complaint resolution time & quality
• VoC response rates & engagement
• Measurable impact of improvements (e.g. retention, satisfaction trends)

What we are looking for:

 GCSE (or equivalent) in English and Maths.

 Experience in customer experience, customer service or insights

 Experience handling complaints and analysing customer feedback

 Knowledge of CSAT and NPS

. Experience in education/apprenticeships and Salesforce/Power BI would be advantageous

 Excellent communication and analytical skills.

 Empathetic, organised and solution-focused.

. Strong stakeholder management and Microsoft Office skills

To see the full description and person specification for this role, please contact View email address on api.occupop.com

Ready to join a supportive organisation where your ideas directly improve learner and employer experiences while developing your own career? Then apply today!

Our benefits

. 20 days annual leave (increasing with length of service plus bank holidays)

. Gifted leave for Christmas Closure

. Birthday day off, as a gift from us to you following 1 year service

. CPD and internal development opportunities

. Remote working

We will be reviewing applications and conducting interviews on an on-going basis which may mean this vacancy closes prior to the advertised closing date if we have identified a suitable so please apply as soon as possible.