Role Profile Template

Job Title:Customer Intelligence coordinator

Directorate:Operations

Reporting to: Membership Manager

Grade: 6

Responsible for: N/A

Location:Holborn, London, UK

Grade:6 – 6 Month contract position

Overall Purpose

As Customer Intelligence Coordinator you will actively improve the member and stakeholder intelligence the Federation holds. You will assist colleagues across the Federation in utilising these information and data resources to their maximum potential. You will work with colleagues to identify gaps in data and find solutions to fill those gaps. Your will coordinate the customer intelligence group and associated project work so that progress is timely and tangible.

You will contribute to the development of the Federation by working with member and key stakeholder information,assisting colleagues to better use, understand and collect such information. This will enable the Federation to better service its customers and achieve its corporate objectives. You will help accurately maintain the membership data on the Federation’s Customer Relationship Management (CRM) system and encourage others to do so. You will take a quality assurance role for the data on the Federation’s CRM system. You will coordinate and actively implementbasic business insight activities across the organisation.

The customer intelligence coordinator will also train colleagues in the use of new and existing business systems and encourage a cultural shift towards the adoption of best practices and consistent working procedures. You will develop and maintain process training materials (presentation, documentation and videos).

You will be responsible for undertaking the work agreed with your line manager and informing them in advance of any issues/problems encountered. You must ensure that you work in accordance with the Federation policies and procedures. You will be expected to keep up to date with issues within your department and across the National Housing Federation, working as part of a team and liaising with colleagues on a daily basis.

Responsibilities

  • Coordinating the work of the customer intelligence project group
  • Helping to ensure deadlines and individual targets are achieved
  • Leading on key work streams as decided by the group
  • Updating the CRM system where necessary
  • Ensure that good quality data is maintained in the CRM system
  • Instructing others in how to best use the CRM system to find the information they want
  • Ensuring the role of the customer intelligence group is understood by colleagues across the whole organisation
  • Proactively identifying areas for improvement

Competencies

Cluster 1……People Focus
Communication and Influencing
Communicates information accurately.
Adapts communication style to meet different needs.
Has the confidence to communicate with a wide range of people, both internally and externally. Communicates to the right people at the right time.
Collaborating with Others
Is empathic to the needs and concerns of others and adapts behaviour towards them appropriately.
Listens to others and considers their views, opinions and goals when planning own work.
Has a broad awareness of the work of the team and other individuals in the team and adapts own work accordingly.
Is warm, friendly and professional towards others.
People Leadership
Consults with individuals to set clear and relevant targets which reflect the team and organisational goals.
Cluster 2……Setting Direction
Seeing the Bigger Picture
Sees link between own role and objectives and those of others in the Federation
Analysis and Decision-Making
Knows where to find appropriate information to inform decisions.
Ensures own decisions and solutions are understood and endorsed by appropriate team members or managers.
Planning
Effectively plans how to achieve daily, weekly and quarterly goals. Applies logical planning skills (e.g. working back from deadline to set milestones, learning from past experience).
Cluster 3……Achieving Results
Delivering Results
Works in an organised and efficient manner. Uses time optimally.
Pays attention to detail and produces work which is error-free.
Delivers work on time and to required quality standards without working excessive hours.
Drive and Personal Effectiveness
Is positive and optimistic and remains so despite challenges and obstacles to progress.
Demonstrates persistence, tenacity and determination to achieve results.
Has the confidence to constructively challenge and question processes and practices or the behaviour of others in order to drive continuous improvement.
Has awareness of own strengths and areas for development. Aware how to deploy areas of strength in their role appropriately.
Cross Cutting……Technical Expertise and Knowledge
Technical Expertise
Essential /
  • Experience of Microsoft Office suite tools, Outlook, Word, Excel, PowerPoint
  • Strong coordination skills
  • Experience of working with CRM systems to a good level
  • Ability to critically asses existing internal data and customer intelligence practises and identify solutions and improvements
  • Ability to understand different individual’s viewpoints and be able to influence and negotiate with them to drive consensus and change
  • Ability to investigate, collate and summarise information
  • Ability to identify gaps in current data sets and identify new sources of information to fill them.

Technical Expertise
Desirable /
  • Awarenessof project management processes
  • Experience of data organisation with some knowledge of information analysis, management and retrieval
  • Ability to inspire colleagues to adopt new working practices
  • Knowledge and understanding of databases and data organisation
  • Knowledge of information management and retrieval
  • Basic knowledge of the data protection act
  • Intermediate Excel knowledge

Date :…………………………..

Signed:…………………………..

Line Manager:…………………………..

Terms and Conditions

Salary

£23,050- £25,625(London)

All new staff to the Federation will be appointed on a spot salary within the salary scale for their grade. The normal expectation is that this will be at the bottom of the scale. This may be varied where the successful candidate is already earning above the minimum of the scale.

Contract

Temp Contract

Hours of Work

This role is a 35-hour week. Attendance at Federation conferences, party conferences and a certain amount of evening meetings will be required including some overnight stays.

Probationary Period

This post is subject to a 1-month probationary period.

Annual Leave

The holiday entitlement is 30 days including three days paid holiday leave taken between Christmas Day and New Year's Day inclusive, public holidays are in addition.

Occupational Sick Pay

The entitlement to sick pay is service-related, starting with one month's full pay during the first year of service and rising to six months full pay after 5 years’ service.

Pension Scheme

We offer a membership of a defined contribution pension scheme with the Social Housing Pension Scheme (SHPS). The minimum employee contribution rate is currently 1%. The Federation’s contribution rate is 2% higher than the employee up to a maximum Federation contribution of 8%.

To find out more about SHPS website, where further details can be obtained.

Private Health Care

The Federation will pay for you to become a member of the Simply Health scheme, allowing you to benefit from early diagnosis of medical conditions, access to surgery and complementary medicine e.g. physiotherapy. You may also opt to pay for your partner and/or children to become members too, and take out dental and optical cover.

Child Care Vouchers

We offer a childcare voucher scheme to employees with childcare responsibilities. This is a salary sacrifice scheme and is a tax efficient way of paying for childcare.

Interest Free Loan – Season ticket

We provide interest free loans to pay for annual season tickets for travel to and from work.

Cycle to Work scheme

We offer a tax free cycle to work scheme, which allows savings on the cost of a new bike, clothing and accessories for employees wishing to cycle to work for all or part of their journey.

Place of Work

London, Bristol or Manchester. Travel across England will be required.

Learning and Development

The National Housing Federation is looking for a candidate, with the appropriate skills and experience to fulfil this role. In return we provide an excellent working environment. The Federation has an organisational development programme which provides individuals with training and support to develop their skills. We also actively encourage individuals to participate in corporate project groups and development centres. We support individuals to undertake professional development and personal study, whilst encouraging a culture that supports a work-life balance for its staff.

Behavioural Standards

Carry out the work of this post in line with Federation policies, statutory requirements and responsibilities, corporate and professional standards including the Federation’s competencies framework.

Health and Safety

All staff at the National Housing Federation must give full support to its health and safety policy. We seek from every member of staff active co-operation with those responsible for the effective planning, organisation and monitoring of our health and safety.

Equality and Diversity

The Federation is strongly committed to developing a positive organisational culture which values people from all sections of the community and the contribution each individual can make to our work.