At a Glance
- Tasks: Manage customer engagement and build strong relationships through proactive communication.
- Company: Join a dynamic team focused on delivering exceptional customer experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: We value diversity and provide equal opportunities for all applicants.
- Why this job: Make a real difference in customer satisfaction and drive improvements.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 35000 - 45000 £ per year.
Responsibilities
- Manage day-to-day customer engagement and supporting activities.
- Act as a key point of contact for customer queries and escalations.
- Build and maintain strong customer relationships through proactive communication.
- Monitor and prioritise workloads to meet service expectations.
- Identify trends in customer issues and contribute to continuous improvement initiatives.
- Maintain accurate documentation and contribute to knowledge sharing.
- Collaborate with internal teams to ensure a joined-up, customer-focused service.
- Support Service and Account plan reviews to provide insights on initiatives which improve customer experience.
Qualifications
- Experience in a customer-facing account management or service delivery role.
- Strong problem-solving skills and ability to manage complex issues.
- A customer-first mindset with a focus on quality, responsiveness and relationship management.
- Excellent communication skills, both written and verbal.
- Strong organisational skills with the ability to manage multiple priorities.
- Ability to work independently while collaborating effectively with wider teams.
- A proactive approach to identifying and driving customer experience improvements.
Nice to have
- Experience in a customer success, service excellence environment.
- Familiarity with ITIL principles and service management tools (e.g. Salesforce, ServiceNow, JIRA).
- Understanding of incident management and escalation processes.
- Experience analysing trends and contributing to service improvements.
We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know.
Customer Engagement Manager in Dudley employer: Civica
As a Customer Engagement Manager, you will thrive in a dynamic work environment that prioritises customer satisfaction and fosters strong relationships. Our company is committed to employee growth, offering continuous training and development opportunities, while promoting a collaborative culture that values every team member's input. Located in a vibrant area, we provide a supportive atmosphere where your contributions directly impact our customers' experiences, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager in Dudley
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at companies you're interested in. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer engagement. Think about how you can showcase your problem-solving skills and customer-first mindset during the conversation.
✨Tip Number 3
Follow up after interviews with a thank-you email. It’s a simple way to show appreciation and keep yourself fresh in their minds. Plus, it gives you another chance to reiterate your enthusiasm for the role!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are excited about joining us. It shows initiative and helps us get to know you better.
We think you need these skills to ace Customer Engagement Manager in Dudley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer engagement and account management. We want to see how your skills align with our needs, so don’t be shy about showcasing relevant achievements!
Show Off Your Communication Skills:Since excellent communication is key for this role, ensure your written application reflects that. Use clear, concise language and a friendly tone to demonstrate your ability to engage effectively with customers and colleagues alike.
Highlight Problem-Solving Abilities:We love candidates who can tackle complex issues head-on! Include examples in your application that showcase your problem-solving skills and how you've improved customer experiences in the past.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Civica
✨Know Your Customer Engagement Basics
Make sure you brush up on the fundamentals of customer engagement. Understand how to build and maintain strong relationships, as well as how to handle queries and escalations effectively. This will show that you’re not just familiar with the role but also passionate about delivering a top-notch customer experience.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully managed complex issues or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your ability to think critically and act decisively in challenging situations.
✨Communicate Clearly and Confidently
Since excellent communication is key for this role, practice articulating your thoughts clearly. Whether it’s through mock interviews or casual chats with friends, ensure you can convey your ideas effectively. Remember, it’s not just what you say, but how you say it that counts!
✨Be Proactive About Improvement
Think about ways you’ve contributed to continuous improvement in previous roles. Be ready to discuss trends you’ve identified and how you’ve implemented changes. This proactive mindset aligns perfectly with the expectations for the Customer Engagement Manager position and will set you apart from other candidates.
