Posts Tagged ‘it jobs’
Team Leader, Customer Engagement
Reports to: Director
Job Summary: The Team Leader, Customer Engagement, will oversee a team of customer engagement representatives, ensuring they provide outstanding support and engagement to our customers. This role involves managing daily operations, coaching team members, and implementing strategies to enhance customer satisfaction and loyalty. You will collaborate with key business units to drive improvements in customer experience and optimise commercial performance.
Key Responsibilities:
- Lead, mentor, and motivate a team of customer engagement representatives to achieve performance goals and deliver exceptional customer experiences.
- Monitor and evaluate team performance, providing regular feedback and conducting performance reviews.
- Develop and implement customer engagement strategies to improve customer satisfaction and retention.
- Initiate regular check-ins, demos, and onboarding to drive feature adoption and customer success.
- Implement strategies for customer retention, loyalty programs, upsell/cross-sell initiatives.
- Handle escalated customer inquiries and complaints, ensuring timely and effective resolution.
- Collaborate closely with internal teams (sales, marketing and support) to ensure seamless customer experiences and consistent messaging.
- Analyse customer feedback and data to identify trends and areas for improvement.
- Prepare and present regular reports on team performance and customer engagement metrics.
- Foster a positive and collaborative team environment, promoting continuous learning and development.
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.
- Previous experience of managing a team of people
- Strong leadership and team management skills.
- 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.
- Experience drafting training materials and mentoring new hires.
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
Customer Engagement Executive
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
Employee Spotlight – Jonny Weir
Employee Spotlight – Jonny Weir
Our employees are the backbone of the Outsource Group, consistently delivering exemplary service and security to our customers. Today, we’re excited to post the next in our “Employee Spotlight” series with Jonny Weir, where we highlight the incredible work our staff do to drive Outsources’ success.
🌟 Meet Jonny, our indispensable Senior Account Manager. He’s the joker of the pack and provides our customers with first class service, always on hand to make sure each of our valued customers are guided expertly on their digital and cyber security journey’s.
We took some time out to ask Jonny some questions on his vital role at Outsource Group in our Employee Spotlight series:
1. What is your job title?
Depends on the day, officially Senior Account Manager but when Sandra is in the office its official coffee maker.
2. How long have you worked for the Outsource Group?
I have been blessing Outsource Group with my presence for coming on 6 years.
3. What is your favourite thing about working for the Outsource Group?
It’s definitely not the people like everyone says!!!… only joking although the people are all great. I would have to say the customers I get to work with on a daily basis.
4. What was your motivation for picking the career you now work in?
Being totally honest I didn’t want to work in IT, but my careers teacher arrived at the house when I couldn’t get into tech to be a spark and told my mum she had enrolled me in an IT course, as a few people know I used to be an engineer (that’s the running joke but I was)
5. What is the most rewarding thing about your job?
Working for a company that stands by its staff. It also would be completing projects with customers and seeing how they have grown on both their digital and security journey.
6. Where do you see yourself in five years’ time?
Probably still asking Eamonn for that new coffee machine, still working with Outsource, driving to keep being the number one MSSP.
If you are interested in joining our team Visit our Careers Page, or contact us at recruitment@osgroup.co.uk with your details and we will contact you for a chat.