About Company
Sodexo is a world leader in quality of life services. With over 400,000 employees globally, we deliver a wide range of integrated facilities management and food services solutions across various sectors, including corporate, healthcare, education, and government. Our mission is to improve the Quality of Life for our employees and those we serve, contributing to the economic, social, and environmental development of the communities in which we operate. In the UK, we are committed to enhancing daily life experiences, driving sustainability, and fostering innovation in everything we do. We believe that a better quality of life for our employees means a better quality of life for our clients and consumers. Join us in making everyday a better day.
Job Description
Are you an articulate, empathetic, and detail-oriented individual passionate about understanding and improving customer experiences? Do you thrive in a remote work environment, possessing the self-discipline and motivation to excel independently? Sodexo is seeking a dedicated Home-Based Customer Feedback Executive to join our dynamic team, operating from the comfort and convenience of your home, based in the Frimley, Camberley area. This pivotal role is essential in ensuring we consistently meet and exceed the expectations of our diverse clientele across the UK.
As a Home-Based Customer Feedback Executive, you will be at the forefront of our commitment to service excellence, acting as a crucial link between our customers and our operational teams. Your primary responsibility will be to meticulously gather, analyse, and interpret customer feedback from various touchpoints – including surveys, direct correspondence, and service reviews. You will transform raw data into actionable insights, helping us identify areas for improvement, celebrate successes, and ultimately enhance the overall customer journey. This isn’t just about collecting data; it’s about understanding the nuances of customer sentiment, predicting future needs, and championing the voice of the customer within our organisation.
Working autonomously, you will manage your workflow efficiently, ensuring all feedback is processed promptly and systematically. You will play a key role in identifying emerging trends and potential service issues, proactively communicating these findings to relevant departments. Your analysis will directly inform strategic decisions, service enhancements, and training initiatives across Sodexo’s extensive operations. This position offers a unique opportunity to contribute significantly to our continuous improvement culture, making a tangible impact on the quality of life we provide for millions of people every day. We are looking for someone who is not only skilled in data analysis but also possesses a genuine passion for putting the customer first, with excellent communication skills to convey complex information clearly and persuasively within a fast-paced, remote setting.
Key Responsibilities
- Collect, collate, and categorise customer feedback from multiple channels (e.g., surveys, emails, social media, direct calls).
- Conduct in-depth analysis of feedback data to identify recurring themes, emerging trends, and areas for service improvement.
- Prepare comprehensive reports and presentations on customer satisfaction metrics, insights, and recommendations for various stakeholders.
- Collaborate cross-functionally with operational, marketing, and product development teams to translate feedback into actionable strategies.
- Monitor the effectiveness of implemented changes based on feedback, tracking improvements in customer satisfaction scores.
- Maintain an organised and up-to-date database of all customer feedback, ensuring data integrity and accessibility.
- Champion the voice of the customer within the organisation, advocating for enhancements that address customer needs and pain points.
- Ensure all feedback handling procedures comply with data protection regulations (e.g., GDPR).
Required Skills
- Proven experience in a customer service, customer success, or feedback analysis role.
- Exceptional written and verbal communication skills, with the ability to articulate complex insights clearly.
- Strong analytical and problem-solving abilities, capable of interpreting qualitative and quantitative data.
- Proficiency in using customer relationship management (CRM) software and data analysis tools (e.g., Excel).
- High level of empathy and a customer-centric mindset.
- Excellent organisational skills and attention to detail.
- Self-motivated and disciplined, with the ability to work independently and manage time effectively in a home-based environment.
- A quiet, dedicated home workspace with a reliable internet connection.
Preferred Qualifications
- A Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Experience with dedicated customer feedback platforms (e.g., Qualtrics, SurveyMonkey, Zendesk).
- Previous experience within the facilities management, food services, or hospitality sectors.
- Understanding of user experience (UX) principles and customer journey mapping.
- Familiarity with reporting tools and dashboards.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Flexible remote work environment.
- Comprehensive pension scheme.
- Opportunities for professional development and career progression.
- Access to Sodexo's employee assistance program and wellbeing initiatives.
- 25 days annual leave plus bank holidays.
- Virtual team building events and strong collaborative culture.
- Contribution towards home office setup (negotiable).
How to Apply
Ready to make a difference and shape the future of customer experience at Sodexo? Click the application link below to submit your CV and a compelling cover letter outlining your relevant experience, your passion for customer feedback, and why you are the ideal candidate for this home-based role. We look forward to reviewing your application!