category manager Norwich, England
Job description
Are you looking for an opportunity?
Greater Anglia operates a busy railway network from London Liverpool Street to destinations across the east of England. We have a high standard of service for our customers throughout their journey experience so they can sit back relax and travel with confidence. Not to mention a whole new set of modernised greener trains, it’s never been a more exciting time to start a career with us. Do you want to be part of the journey? Come along and join Greater Anglia!
We have a fantastic new opportunity for a Customer Relations Insight Manager to join the Senior Contact team based in Norwich, as well as various Greater Anglia sites as necessary.
This role involves both a combination of office working when required by the business and also the flexibility to work remotely from home. This is subject to workload and business needs/commitments.
The Role
In this role, you will be working collaboratively with colleagues across multiple functions in our business. The successful colleague will be a fast thinker, able to deliver both high-spec visual data presentations across a variety of channels, and verbally within Greater Anglia bringing to life data and insight from our customers often in a timebound manner.
You will support and collaborate to help set strategy, provide clear insight to help develop key measurables for the Customer Relations function, and provide data to support continuous improvement for complaints handling informing other areas of our business.
The role requires a good communicator, as you will work with our Customer Service and Client Relations teams.
Within this role, you will travel for internal and industry working groups and therefore you must be agile in outlook and be prepared to travel to represent Greater Anglia as well as to work in a self-managed way.
In addition, you will be required to undertake report writing for both internal use, and also to support any external or stakeholder reporting requirements.
This position will require you to be on call.
What we are looking for
We are looking for a colleague who is both skilled in analytics but also understands customer service. You will be required to conduct deep-dive analysis & insight to drive key business decisions, bring direction and life to complaint data & review performance both internally and with key suppliers and stakeholders.
The closing date for all completed applications is on Friday 11th August 2023
*Please note vacancies can close earlier due to high influx of candidate applications*
To succeed in this role, we are looking for people who can bring our four values to life in your everyday work:
- Genuine … be welcoming, customer-centric and respectful
- Professional… be solution-oriented, accountable and delivering to promises
- Proactive … be progressive, innovative and decisive
- Inclusive … be connected in your thinking, empathetic and promote diversity
Greater Anglia can offer a healthy work life balance, holiday entitlement and an environment where you can learn, develop, and grow in your career. If you think you would be a great addition to GA then apply now!
What can we do for you?
- Defined Contribution pension scheme after 2 years option to move across to Defined Benefit (Final Salary) pension scheme
- Free Travel on GA for you and your eligible family members
- Free Leisure travel on GA and 75% discount on other TOCS for leisure travel for eligible family members
- International travel discount card (FIP) for staff and eligible family members after 12 months service
- Opportunity to purchase additional annual leave of up to 10 days
- Gainshare bonus paid if GA hits relevant yearly targets, up £550 for permanent and £300 for agency
- GA offers maternity, paternity and adoption leave and time off for prenatal care, as well as shared parental leave after 26 weeks of service - part of our commitment to family friendly policies
- GA Hapi Benefits App– our great benefits app which includes discounts across many retailers, days out and dining
- 24/7 Employee assistance programme, eyecare and flu jab vouchers and access to physiotherapy services
- Annually issued 12 discount vouchers for family and friends to use
- Salary Sacrifice schemes such as Cycle to work and Technology scheme (eligible once passing probation)
