At a Glance
- Tasks: Build relationships and support contact centre leaders to maximise their potential.
- Company: Join a leading organisation transforming the contact centre industry.
- Benefits: Flexible work environment, collaborative team, and opportunities for professional growth.
- Other info: Dynamic role with travel opportunities and a focus on personal development.
- Why this job: Make a real impact in the contact centre community and shape its future.
- Qualifications: 3+ years in contact centres, strong communication, and relationship-building skills.
The predicted salary is between 28800 - 35200 £ per year.
About the CCMA
For 30 years, the CCMA has been at the forefront of uniting contact centre leaders across the UK, fostering the sharing of best practice and experiences to drive business success.
Our mission is to change society’s perception of the contact centre industry and support its continuous growth.
As our community expands, we are seeking to strengthen our team to ensure ongoing support for contact centre leaders nationwide.
This high-energy role is perfect for a dynamic individual who thrives on building relationships and supporting others to maximise their potential.
As an Engagement Manager you will be a key point of contact for our members, holding regular engagement meetings, both virtually and face to face with contact centre leaders and their teams.
Your primary responsibility is to help members make the most of our wide range of membership benefits, ensuring they feel valued and supported.
Key Responsibilities
- Work from home in a flexible environment, supported by a fantastic and collaborative team.
- Working alongside our Engagement Manager to build strong, effective relationships with members through regular engagement with contact centre managers and leaders.
- Attend and network at third-party events to actively promote the CCMA and expand our reach within the industry.
- Identifying new members using tools such as Linked In.
- Assist members in leveraging their benefits, including discounted training, access to the CCMA Benchmark, and free entry into the UK National Contact Centre Awards.
- Drive membership growth by supporting renewals and onboarding new members.
- Identify key contacts for roundtables, Focus Groups, networking dinners, and speaking opportunities.
- Support the delivery and execution of member events, such as CCMA Circles and Member Drop-Ins.
- Maintain accurate and up-to-date member data, including contacts, email addresses, account information, and membership details within the CRM.
- Listen to current management and operational challenges within contact centres and relay insights to inform CCMA’s content and event planning.
- Handle general enquiries regarding membership received via email or phone.
- Responsible for membership performance.
Skills & Experience Required
- At least 3 years’ experience within the contact centre industry, working as a Team Leader or above.
- Proven experience in Sales or Account Management.
- Commercial awareness.
- Excellent communication skills, confident in face-to-face settings, over the phone, and via email.
- Exceptional relationship-building and interpersonal skills.
- Fluency in both written and spoken English is essential.
- Meticulous attention to detail, delivering accurate and high-quality outputs.
- Flexible and resilient, with superb organisational skills and the ability to manage competing priorities.
- Energetic, proactive, and reactive team player with a “can-do” attitude.
- Proficient in Microsoft Office 365, CRM applications, and IT literate.
- Strong time-management skills, with the ability to prioritise and meet deadlines.
- A passion for mindset, behavioural, and capability development.
- Willingness and flexibility to travel regulary within the UK as required.
About You
As an Engagement Manager you are looking for the next step in your contact centre career and eager to share your passion and expertise with others.
With a background in contact centre operations, you understand the challenges and opportunities within the industry.
You will complement your experienced engagement team, all of whom have developed their careers within contact centres in various roles.
If you are enthusiastic about making a positive impact and helping to shape the future of the industry, we would love to hear from you.
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Engagement Manager in London employer: CCMA - Call Centre Management Association
The CCMA is an exceptional employer that champions a collaborative and supportive work culture, allowing Engagement Managers to thrive in a flexible, home-based environment. With a strong focus on professional development and meaningful engagement within the contact centre industry, employees benefit from networking opportunities, access to exclusive resources, and a chance to make a significant impact on the industry's future. Join us to be part of a passionate team dedicated to transforming perceptions and driving success for contact centre leaders across the UK.
Contact Details:
CCMA - Call Centre Management Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Engagement Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCMA - Call Centre Management Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCMA - Call Centre Management Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Engagement Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCMA - Call Centre Management Association:Your cover letter is your chance to shine! Tell us why you want to work at CCMA - Call Centre Management Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCMA - Call Centre Management Association!
How to prepare for a job interview at CCMA - Call Centre Management Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
