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Customer Relations and Communications Officer
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EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
· Excellent working knowledge of the full Microsoft Office suite and SharePoint
· Prior experience of direct customer interactions, handling inquiries, complaints and feedback via phone, email, chat, or inperson and drafting/providing appropriate feedback
· Familiarity with managing or engaging customers through social media platforms
· Familiarity with promoting services, generating new strategies, and improving visibility both internally and externally
· Experience in Customer Service and Customer Satisfaction processes
· Experience of creating communications content, including photography, video, and blogs that reflect the organization's branding and customer engagement goals
Desirable Qualifications/Experience:
· Experience of managing relationships with internal and external customers
· Proven ability to analyse customer feedback to identify trends and insights that inform strategies for improving satisfaction and engagement
· Experience in planning, delivering, and evaluating communication strategies across multiple channels (email, social media, newsletters) for both internal and external audiences
· Experience in training and guiding staff on best practices for handling customer feedback and ensuring a consistent, customer-focused approach
· Extensive working experience with Customer Relationship Management (CRM) toolsets
DUTIES/ROLE:
· Managing and collating customer feedback received through various channels, related to the full range of NIMSC services
· Analysing customer feedback and behaviour to provide recommendations on improving customer satisfaction and engagement
· Collaborating with internal and other NCIA departments to implement customer feedback and improve the customer experience
· Creating reports and presentations on customer feedback trends for management
· Training and guiding staff on how to handle customer feedback in a consistent and helpful manner
· Identifying potential issues and crafting appropriate responses
· Work with NIMSC Senior Management to develop effective communication strategies, that actively promote NIMSC and its services
· Assist in the communication of strategies or messages from Senior Management
· Plan, deliver, and evaluate regular communications across all channels and to all our internal and external audiences
· Lead on key internal and external communications projects and initiatives, working with key stakeholders internally and externally
· Plan and manage the design, content, and production of all NIMSC 'marketing' materials
· Manage internal communications (memos, newsletters etc.)
· Collaborate with internal and external departments to develop, manage and distribute NIMSC-related 'marketing' material
· Work closely with other Agency entities, and all internal staff, to generate new ideas and strategies
· Ensure NIMSC communications are consistently on brand and on message
· Build and maintain the NIMSC image library
· Manage and maintain the NIMSC Chief Blog
· Work closely with the NIMSC IKM Officer to ensure all content on the NIMSC SharePoint portal is current, accurate, engaging and informative
