Excellent Customer Experience Lead

Job Introduction

Delivering an Excellent Customer Experience is fundamental to almost everything we do at Diabetes UK. From individuals contacting our helpline, volunteers and campaigners giving their time and donors giving us their money; we need them all to help us meet our goals and mission.

We want to be an organisation that puts its customers at the heart of everything. We want to work with them to understand their experiences and tackle any barriers to delivering a fantastic customer experience. Leading a cross organisational project, this role will deliver improvements that will embed Excellent Customer Experience as part of our DNA.

This is a 12 month fixed term contract.

Interviews: week commencing 15th or 22nd April

Role Responsibility

The activities involved in this role will be varied and cross organisational, including redesigning our approach to thanking and how we recognise the value our customers add to the work we do. It’ll also involve looking at our existing processes, with a view to identifying how we can improve them from a customer’s perspective.

The Ideal Candidate

We are looking for someone who has experience in delivering change in a customer or supporter care environment. You will be passionate about the different roles customers can play within a charity and understand the value that they add to an organisation. Your experience in leading projects that involve multiple stakeholders will help you motivate and engage colleagues with the vision of the Excellent Customer Experience project.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays 
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working 
• Discounts on gym membership and days out 
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan 
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and permanent health insurance
• Cycle to work scheme

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

Diabetes is the most potentially devastating – and fastest growing – health crisis of our time, requiring ongoing high-quality care and support. There are currently 4.7 million people in the UK living with diabetes, and there are 3.8 million people diagnosed with diabetes in the UK. Those diagnosed face the risk of life-changing, and life-limiting, complications, unless they are given the very best care and the support they need to manage their condition well. As a society we need to work together now – and take action now – to fund critical research, improve healthcare and treatment, and prevent yet more people developing this potentially life-threatening condition. 

Diabetes UK is a forward thinking and commercially focused organisation, and is the leading charity for the 4.7 million people with the condition in the UK.

As we continue to improve our processes, through continual development and change, this is an exciting time to join us. With established funding streams and following on from the success of our previous five-year plan, we are in a strong position to continue developing and responding to changing environments.

We rely heavily upon the expertise and motivation of our staff in order to work towards our many aims and meet objectives. We aim to be an equal opportunity employer; the organisation recognises and respects the value and diversity of all. We gladly make the adjustments required for people with disabilities to join us. Our diverse functions mean that we can offer you a wide range of rewarding career opportunities.

Under the Safeguarding Vulnerable Groups Act 2006, as amended in particular by the Protection of Freedoms Act 2012 this post is subject to pre-employment criminal records checks through the Disclosure and Barring Scheme (DBS), Disclosure Scotland, Access NI.  

Diabetes UK is committed to safeguarding and promoting the welfare of children, young people and adults at risk and expects all staff and volunteers to actively support this commitment.

Diabetes UK recognises and respects the value and diversity of all.

We have a vision of a world where diabetes can do no harm – if you’d like to be part of that, why not join us? 

To learn more about the work we do - Click here

Diabetes UK