Customer Relations and Communications Officer

Who we are:

For more than 70 years, NATO’s mission has been to preserve peace and security in the Alliance for nearly one billion citizens. The NATO Communications and Information Agency (NCI Agency) and its predecessors have worked tirelessly in providing the means that enable the connectedness and togetherness that keep our Alliance strong. We are the NCI Agency, a team of 3000 civilian and military staff in 29 locations throughout Europe, North America and Asia.

Our technology and cyber experts allow NATO to conduct critical operations, protect NATO’s airspace, make data-driven decisions, defend against cyber-attacks, secure NATO networks and maintain superiority in space. This is all possible because of our greatest force, our people. In order to keep this edge we aim to hire, train and retain the very best staff.

Our staff members represent both the diversity and unity of our Alliance. When you join the NCI Agency, you will be part of an organization where you can contribute authentically to the mission and purpose of NATO and help us keep our technological edge.

About the job:

Based in Braine l’Alleud, Belgium (Brussels Region) you will join the Agency as we embark on a journey to transform our IT services to support NATO’s Digital Endeavour. You will join the NATO Integrated Mobile Service Centre, which provides NATO and its partners with scalable, protected, secure, reliable, and integrated Wireless Communication-based Services with a focus on NATO Operations, Crisis Response, Missions, Exercises and Business Continuity. The NIMSC Chief is responsible for planning and executing all lifecycle management activities for centre's following services: strategy, design, transition, operation and continuous service improvement including subject matter expertise, research and development, acquisition and logistic support.

We are looking for a driven and enthusiastic Customer Relations and Communications Officer who will take on the following roles and responsibilities:

·        Manage and collate customer feedback received through various channels.

·        Analyse customer feedback and behaviour to provide recommendations on improving customer satisfaction and engagement.

·        Create reports and presentations on customer feedback trends for management.

·        Plan and manage the design, content, and production of marketing materials, including use of image libraries and SharePoint portals.

For a full list of duties, please review the job description on the NCI Agency career site.

About you:

The valuable knowledge and experience that you bring to this role are:

·        A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline and up to 1 year post-related 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.

·        Familiarity with managing or engaging customers through social media platforms.

·        Experience in drafting responses to public inquiries, complaints, and feedback.

·        Familiarity with promoting services, generating new strategies, and improving visibility both internally and externally.

·        Fluency in English, both written and spoken

What we offer:

·        Genuinely meaningful work as part of the most successful alliance in history;

·        3 year contract with competitive tax-free salary and household and children’s allowances;

·        Privileges for expatriate staff including expatriation and education allowances (where appropriate) and additional home leave;

·        Excellent private health insurance scheme;

·        Generous annual leave of 30 days plus official holidays;

·        NATO Pension Scheme;

·        Development programs such as professional training, wellbeing, and more

To learn more about NCI Agency and our work, please visit our website. 

The NCI Agency prides itself on being an equal opportunity employer. We are committed to fostering an inclusive environment of mutual respect and value uniqueness and differences in gender, gender identity, race, ethnic or cultural origin, age, religion, sexual orientation and physical or neurocognitive ability. 

Additional details on the conditions of application can be found via the NCI Agency career site.