Job Description

ABOUT US

We're Sidekick Group - the UK's fastest growing facilities management company and one of the Sunday Times 100 Fastest Growing Companies in the UK.

We provide our clients with a competitive advantage through operational excellence, technology and innovation, organizing ourselves around people and data to create work environments that optimize productivity, team spirit and wellbeing. Our mission is to foster and maintain work environments that have the greatest positive impact on our clients' business, people and communities, and the planet we all share.

We're a purpose-led, community minded and people-centric business and a certified B-Corp - a young company shaking up an old industry through our determination not only to grow but grow in the right way.

PURPOSE OF ROLE

As Customer Communications & Insights Manager you'll play a critical role in ensuring a positive and consistent customer experience throughout the entire customer journey. Your main objective is to enhance customer satisfaction, loyalty, and retention by maintaining a customer-centric approach and providing insights to the business across all activities and transactions.

Your role will be multifaceted with strategic and operational elements. Day to day, you'll be responsible for the timely and professional management of Sidekick's customer service channels. Through your experience of working with customers to address their queries and concerns, you will also play a key role in capturing customer insights and reporting on themes, risks, areas for improvement, and opportunities to enhance the customer experience to the Board and key account leads. Your recommendations and actions plans will shape an exceptional customer journey and will inform Sidekick's customer service operations, marketing initiatives, and product/service offerings.

DUTIES AND RESPONSIBILITIES

Day-to-day management of Freshdesk inbox and other client communication channels, ensuring timely and effective resolution of customer queries, requests, complaints and a consistent approach, look and feel to client communications. Day to Day reporting line on customer issues to Key Account Managers as necessary Addressing all customer tickets following SLAs and other agreed timeframes or requirements Analyzing and reporting on customer activity data, trends and insights to the Operational Team Producing recommendations and action plans for customer experience strategies, including customer service, operational and product considerations Customer Journey Mapping, identifying touchpoints and areas for improvement Acting as a first point of contact for Operational matters Contributing to wider business strategies and initiatives such as Sidekick's social media strategy and social

SKILLS AND BEHAVIOURS

Excellent customer service, problem solving and complaint resolution skills Empathetic with ability to understand customer needs, concerns and expectations and develop tailored solutions Ability to use data and insights effectively to maximize overall client experience and ensure the effective management of customer accounts Analytical and organized with strong project management skills Excellent communication skills - verbal and written Strong relationship building skills with ability to turn satisfied customers into brand ambassadors Collaborative with ability to engage with and work across different departments, deliver results and drive a customer-centric culture Creative, flexible and adaptable Technological proficiency including existing CRM tools and those to be engaged with in the future, data analytics tools and Microsoft Office suite Culturally aware and sensitive

KEY PERFORMANCE INDICATORS

Year on year reductions in customer complaints Data quality Time to resolution of customer queries and complaints Client retention rates Customer feedback Customer satisfaction score (to be established) Financial and reputational impact of CX strategies produced and implemented.
This role, like all opportunities at Sidekick is open to all, reflecting our commitment to diversity, equity and inclusion.

We offer competitive pay rates and opportunities for career advancement within our company. If you are a motivated individual with a strong work ethic, we would love to hear from you.

Job Type: Full-time

Pay: Up to 38,000.00 per year

Benefits:

Company pension
Schedule:

Monday to Friday
Work Location: In person

Reference ID: HACM20250529