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
- …