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2627 Customer Relations and Communications Officer
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Manage, analyze and collate Customer feedback
- Improve satisfaction and engagement
- Communication strategy
**Duties and 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.
**Requirements**:
- NATO Secret security clearance
- A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline;
- Excellent working knowledge of the full Microsoft Office suite and SharePoint;
- 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:
- 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 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
