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Our client, a charity focused on social and environmental regeneration, is looking for a Customer Engagement Manager to join their team. As the Customer Engagement Manager, you will manage a team of Customer Engagement Officers, driving daily and weekly performance to consistently meet service standards. You will oversee all inbound and outbound customer engagement activities, including calling campaigns and promotional initiatives, to drive appointments and meet targets for domestic and non-household water efficiency services. If you’re a strategic leader with a passion for exceptional customer service and strong people management skills - apply today!!
Key responsibilities for the Customer Engagement Manager:
- Act as the primary point of contact for clients on matters related to customer engagement, contributing to reports, dashboards, and regular review meetings
- Deliver customer engagement services within financial budgets, ensuring KPI’s and project milestones are consistently achieved
- Lead on accurate and effective team reporting, promote best practices, and recommend service improvements
- Manage and escalate operational or customer-related issues, providing progress updates
- Maintain and update data files to support work planning, performance assessment, task management, and monitoring of all contracted activities
- Ensure all customer interactions and data records are handled in full compliance with GDPR and data security policies.
Skills and Experience required: for the Customer Engagement Manager:
- Proven experience in call centre or customer engagement environments
- Experienced in leading and managing large teams to deliver results and drive performance
- Exceptional people skills, with a focus on staff development, wellbeing, and team support
- Skilled at managing workloads and priorities in fast-paced, deadline-driven environments
- Excellent written and verbal communication skills, with the ability to engage diverse internal and external audiences
Ref: 15072
Role: Customer Engagement Manager
Location: London
Salary: £35,000
