Head of Client Feedback

Client Feedback Manager

Department: Customer Experience

Employment Type: Permanent

Location: Cardiff, UK

Reporting To: Head of Account Management

Description

SafeContractor is the UK's largest SSIP registered and UKAS accredited supply chain risk management company, trusted by 40,000 contractors. We simplify compliance for clients and contractors of all sizes, helping to make workplaces safer for everyone, through a flexible, risk based approach.

Our audits ensure contractors are properly assessed, while a user friendly portal makes compliance straightforward and manageable.

We are looking for a Client Feedback Manager to champion the voice of our clients, ensuring we consistently understand, measure and improve their experience through a robust, data driven feedback process that turns insight into action.

What that means day to day

• Design and implement a structured client feedback programme for SafeContractor clients.
• Develop processes and tools to consistently measure client satisfaction and engagement.
• Establish appropriate feedback channels including surveys, structured interviews, and direct client engagement.
• Engage directly with clients to gather meaningful feedback on their experience.
• Build trusted, professional relationships that encourage open and honest conversations.
• Ensure client concerns or issues are captured, escalated and addressed appropriately.

What you'll need to be successful

The successful candidate will have strong experience working directly with clients or stakeholders within a professional services environment and demonstrate the ability to build trust and communicate effectively with senior client contacts. They will have experience collecting, analysing and presenting customer feedback or satisfaction data, using insights to inform improvements and support decision making. Strong organisational skills are essential, with the ability to manage multiple client engagements simultaneously while maintaining a high level of attention to detail.

What you'll get in return

We have a hybrid workplace policy, where you will work from the office 3 days per week. We want you to be able to do your best work here. We emphasize providing many ways to support our team to do their best work and below are some of the perks and benefits we offer.

Personal Health & Wellbeing / Benefits

• Enhanced Parental Leave
• Generous annual leave
• Healthcare Plan
• Annual Giving Day - an extra day to give back to yourself or your community
• Cycle-to-work Scheme

Future Planning

• Pension scheme with employer contributions
• Life Assurance - 3X base salary
• Rewards Program - access to discounts and cashback
• LinkedIn Learning License for upskilling & development

Interested but don't feel you meet all the requirements?

Our recruitment team assesses and reviews all applications against the role and business needs. We believe in people having transferable and soft skills and want you to know that we do consider where an individual might not meet all the criteria, but have the aptitude and capability, nonetheless. Our priority is to ensure we set people up for success. We will make a final call based on our determining whether we can offer the necessary support to upskill or provide the developmental support needed for you to get the best out of this opportunity with us!

Bring Your Whole Self to Work.

We are proudly an equal opportunity employer. We are committed to ensuring that no candidate is discriminated against because of gender identity and expression, race, disability, ethnicity, sexual orientation, age, colour, region, creed, national origin, or sex. We are dedicated to growing a diverse team while continuing to create an inclusive environment where everyone feels safe and empowered to be themselves.

What you can expect if you apply:

• A response to your application within 15 working days
• An interview process consisting of:
  • An initial discovery call with the recruiter
  • A first stage interview via Microsoft Teams
  • Additional interview (likely face to face) with the stakeholders you'll be working with closely in the role

We're keen to ensure our hiring process allows you to be at your best, so if you need us to make any adjustments, please just let us know.