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Our client is a social and environmental regeneration charity, helping people to change places and change lives, is looking for a Customer Engagement Manager to oversee all outbound and inbound customer engagement activity, including calling campaigns and promotional work, ensuring a strong pipeline of appointments, targets are met, and customer interactions are delivered to a high standard for our domestic and non-household (B2B)water efficiency services. You'll lead a team of Customer Engagement Officers, ensuring daily and weekly performance and service targets are consistently met. If you have a passion for excellent customer service, and experience in managing a team - Apply today!
Key responsibilities for the Customer Engagement Manager
- Be the focal point for all our water company clients on all aspects of customer engagement activity, contributing to reports, dashboards and review meetings.
- Deliver the required customer engagement services within set financial budgets, ensuring the achievement of key performance indicators and milestones.
- Oversee effective reporting of team information, share best practice and making service recommendations where improvements can be made.
- Oversee operational or customer issues and report progress to colleagues, managers, the client and customers as necessary.
- Maintain data files for work planning, assessment, management and monitoring of all contracted work.
- Ensure that all customer contacts and records are managed in strict adherence with GDPR and data security protocols.
Skills and Experience required: for the Customer Engagement Manager
- Demonstrable experience of call centre or customer engagement operations
- Demonstrable track record in leadership and management of large teams of staff to meet planned activities and deliver targets
- Excellent communication and presentation skills, both written and verbal to be able to communicate with a wide variety of customer groups both internally and externally
- Ability to manage workloads and competing priorities in a high performance, deadline orientated and changing work environment
Ref: 15072
Role: Customer Engagement Manager
Location: London
Salary: £35,000
