At a Glance
- Tasks: Lead customer engagement and support, building strong relationships and improving experiences.
- Company: Dynamic company focused on customer success and collaboration.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a diverse team committed to equal opportunity and continuous improvement.
- Why this job: Make a real difference in customer satisfaction and drive impactful improvements.
- Qualifications: Experience in customer service roles and strong problem-solving skills.
The predicted salary is between 45000 - 55000 £ 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 Success & Engagement Leader in Dudley employer: Civica
As a Customer Success & Engagement Leader, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company fosters a collaborative culture where your contributions are valued, and we offer comprehensive benefits to support your well-being. Located in a vibrant area, we provide unique opportunities for professional advancement while ensuring a customer-first approach that drives meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Engagement Leader in Dudley
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and get the inside scoop on what it’s really like to work in customer success.
✨Tip Number 2
Prepare for those interviews by practising common questions. Think about how you’d handle customer queries or escalations, and be ready to share examples of your problem-solving skills in action.
✨Tip Number 3
Show off your organisational skills! During interviews, talk about how you prioritise workloads and manage multiple tasks. This will demonstrate that you can keep things running smoothly in a busy environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Customer Success & Engagement Leader 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 hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since excellent communication is key for this role, ensure your written application reflects that. Keep it clear, concise, and engaging. We love a good story, so feel free to share examples of how you've built strong customer relationships in the past.
Highlight Problem-Solving Abilities:We’re looking for someone who can tackle complex issues head-on. In your application, mention specific challenges you’ve faced and how you resolved them. This will show us your proactive approach and ability to improve customer experiences.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at Civica
✨Know Your Customer Success Basics
Before the interview, brush up on key customer success principles. Understand how to build strong relationships and what proactive communication looks like in practice. This will help you demonstrate your customer-first mindset during the conversation.
✨Showcase Problem-Solving Skills
Prepare examples of complex issues you've managed in previous roles. Be ready to discuss how you identified trends in customer problems and contributed to improvements. This will highlight your strong problem-solving skills and ability to drive customer experience enhancements.
✨Communicate Clearly and Confidently
Practice your verbal and written communication skills. During the interview, articulate your thoughts clearly and confidently. Use specific examples to illustrate your points, especially when discussing your experience with customer queries and escalations.
✨Demonstrate Organisational Skills
Be prepared to talk about how you manage multiple priorities effectively. Share strategies you use to monitor workloads and meet service expectations. This will show that you have the organisational skills necessary for the role.
