Posts Tagged ‘job vacancy’
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
Outsource Welcomes New Sales Manager Conor
Outsource is delighted to welcome New Sales Manager Conor Marken. Conor brings a wealth of experience and a fresh perspective to our team, and we are confident that he will play a pivotal role in driving our sales strategy forward. His expertise and enthusiasm make him a valuable addition to #TEAMOUTSOURCE.
Conor, we are delighted to have you on board and look forward to seeing you thrive in your new role. Your success is our success, and we are committed to supporting you every step of the way. Welcome to the team! 👏
At Outsource, we believe in fostering a dynamic and inclusive work environment where every team member can grow and succeed. We are always on the lookout for talented individuals who share our passion for excellence. If you are curious about other roles within Outsource, we invite you to explore our careers page and join our team. We have a variety of exciting opportunities available, and we would love to hear from you.
Visit our careers page to see our live vacancies and learn more about what it’s like to work at Outsource. Whether you are looking for a role in sales, marketing, IT, or any other department, we have something for everyone. Join us and be a part of a team that values innovation, collaboration, and professional growth.
Check out our careers page for more information: Careers, Jobs – Outsource Solutions (osgroup.co.uk)
Once again, a warm welcome to Conor Marken. We are excited to embark on this journey together and achieve great things. Here’s to your success and growth at Outsource! 🎉
#TEAMOUTSOURCE #WelcomeConor #JoinOurTeam #CareerOpportunities #SalesManager #NewBeginnings #SuccessAndGrowth