Hybrid Customer Relations and Communications Officer chez Spektrum

Spektrum supports apex purchasers (NATO, UN, EU, and National Government and Defence) and their Tier 1 supplier ecosystem with a wide range of specialist services. We provide our clients with professional services, specialised aerospace and defence sales, delivery, and operational subject matter expertise. We are looking for personnel to join our team and support key client projects.

Who we are supporting 

The NATO Communication and Information Agency (NCIA) is responsible for providing secure and effective communications and information technology (IT) services to NATO's member countries and its partners. The agency was established in 2012 and is headquartered in Brussels, Belgium.

The NCIA provides a wide range of services, including:

• Cyber Security: The NCIA provides advanced cybersecurity solutions to protect NATO's communication networks and information systems against cyber threats.
• Command and Control Systems: The NCIA develops and maintains the systems used by NATO's military commanders to plan and execute operations.
• Satellite Communications: The NCIA provides satellite communications services to enable secure and reliable communications between NATO forces.
• Electronic Warfare: The NCIA provides electronic warfare services to support NATO's mission to detect, deny, and defeat threats to its communication networks.
• Information Management: The NCIA manages NATO's information technology infrastructure, including its databases, applications, and servers.

Overall, the NCIA plays a critical role in ensuring the security and effectiveness of NATO's communication and information technology capabilities.

The program

Assistance and Advisory Service (AAS)

The NATO Communications and Information Agency (NCI Agency) is NATO’s principal C3 capability deliverer and CIS service provider. It provides, maintains and defends the NATO enterprise-wide information technology infrastructure to enable Allies to consult together under Article IV, and, when required, stand together in the face of attack under Article V.

To provide these critical services, in the modern evolving dynamic environment the NCI Agency needs to build and maintain high performance-engaged workforce. The NCI Agency workforce strategically consists of three major categorise's: NATO International Civilians (NIC)'s, Military (Mil), and Interim Workforce Consultants (IWC)'s. The IWCs are a critical part of the overall NCI Agency workforce and make up approximately 15 percent of the total workforce.

Role Duties and Responsibilities

• 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.

Essential Skills and 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 in- person 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 Skills and 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

Education

• A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline;

Working Location

• Braine l’Alleud, Belgium

Working Policy

• On-Site

Travel

• Some travel to other NATO sites may be required

Security Clearance

• Valid National or NATO Secret personal security clearance