SafeContractor
Client Insights Manager
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Department: Customer Experience
Employment Type: Permanent Location: Cardiff, UK Reporting To: Head of Account Management
About the Role
Client Insights Manager
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 Insights 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
- direct client engagement exercises.
- 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
- addressed promptly.
Responsibilities
- Lead всё efforts in defining and delivering feedback initiatives aligned with business goals.
- Transform feedback insights into actionable improvements—a key driver of client retention and satisfaction.
- Contribute to a culture of continuous improvement by leveraging insights to guide SaaS strategy, product development, and service delivery.
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Qualifications, Skills & Experience
The successful candidate will bring:
✔ Direct stakeholder/client experience in a professional services environment, with skills to forge deep trust and communicate effectively at senior levels.
✔ A track record of collecting, analysing, and presenting feedback data, using those insights to support meaningful operational change.
✔ Strong organisational skills with the ability to:
- Juggle multiple client engagements simultaneously
- Maintain a high standard of attention to detail and clientele prioritisation
✔ Proactive and collaborative mindset, proud promoter of inclusive ways of working and positive BC&D speaking culture.
Benefits
Personal Health & Wellbeing / Benefits
- Enhanced Parental Leave
- Generous annual leave
- Healthcare plan
- Annual Giving Day: an extra day off to provide for yourself or support your community
- Cycle-to-work scheme
Future Planning
- Pension scheme with employer contributions
- Life Assurance – offering 3x base salary cover
- Rewards program with discounts and cashback opportunities
- LinkedIn Learning license for continuous upskilling & development
Cultural Alignment
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We invite individuals who don’t tick every box to apply anyway.
While transferable and soft skills hold significant weight in our recruitment process, we want you to know this:
(⭐) Our focus is simply on potential and combativeness to learn. We’ll personalise professional growth and support every necesidades product with the upskilling pathways to successful outcomes.
"Why Your Fit Matters": Your lived experiences shape your professional narrative and will contribute richness to our collective culture.
You Can Expect
✅ A decision on your application within 15 working days.
�Translator Interview Process
The recruitment journey unfolds in stages:
1️⃣ Discovery call with our recruitment team 2️⃣ First-stage interview (Microsoft Teams) 3️⃣ Stakeholder meetings (likely face-to-face) with functional peers and collaborators across the organisation
🔹 Additional Adjustments: Should you require any accommodations during our hiring process—please reach out to us to coordinate.
Inclusive & Equal-Opportunity Pledge:
"We are proudly an equal-opportunity employer and commit to ensuring no candidate faces prejudice purely based on:
🌈 gender identity/expression 🤝 race, ethnicity, disability status 🏳️🌈 sexual orientation, age, colour, creed, national origin, or religion
Our dedication extends to diversity, advancement, and nurturing an inclusive culture where everyone feels empowered – autentically, to be their best, whole selves.
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