Job Title: Customer Engagement Executive

Reports to: Customer Engagement Team Lead

Job Summary: The Customer Engagement Executive serves as the primary point of contact for customers, ensuring exceptional experiences across multiple communication channels including email, phone, chat, and in-person interactions. This role focuses on building and maintaining strong relationships that drive customer satisfaction, loyalty, and long-term retention. Working closely with marketing, sales, and support teams, the Customer Engagement Executive ensures consistent messaging and delivers seamless, personalised engagement throughout the customer journey.

Key Responsibilities:

• Act as the primary point of contact for customers across multiple channels (email, phone, chat, and in-person).
• Build and maintain strong customer relationships to drive satisfaction, loyalty, and retention.
• Respond promptly to customer inquiries, resolve issues, and provide proactive support.
• Collaborate with marketing, sales, and support teams to deliver a seamless customer experience.
• Engage proactively with customers: address inquiries, resolve issues, and escalate as necessary.
• Provide technical and product support, guiding users and troubleshooting problems.
• Ensure consistent and impactful messaging across all customer touchpoints.
• Gather customer feedback and insights to inform business improvements.
• Identify opportunities for upselling and cross-selling products or services.
• Maintain accurate records of customer interactions and engagement activities.
• Monitor customer engagement metrics and report on performance trends
• Provide ongoing administration support for the Sales Team and customers.

Essential Skills

• Communication & Interpersonal: Excellent listening, oral, and written communication. Empathy and relationship-building.
• Analytical & Technical: Ability to analyse engagement data, proficiency with CRM and support software.
• Problem-Solving & Initiative: Quick resolution of issues, proactive in driving customer value.
• Organisation & Multitasking: Strong time management, attention to detail, and ability to balance priorities in fast-paced environments.
• Collaboration: Comfortable working across cross-functional teams and coordinating with internal stakeholders

Qualifications:

• Proven experience in a customer service or customer engagement role.
• Proficiency in customer service software and tools.
• Passion for delivering exceptional customer experiences.

Desirable

• Background in MSP or technology sector
• Proven experience working with the SME market
• Familiarity with data reporting tools, e-commerce platforms, and proficiency in Microsoft Office.

Company Benefits

You will receive a wide range of company benefits including:

• Work/life balance
• Family friendly environment
• Hybrid working model
• Day off for your birthday
• Team Building
• Learning and development opportunities
• Regular social events
• Private Medical cover through Vitality
• Health Care Cash plan through Westfield
• Life insurance cover
• 31 days holiday with extra days for long service