At a Glance
- Tasks: Lead customer transitions and ensure successful migration to the ELD NextGen platform.
- Company: Join a diverse team at MIB, where innovation meets inclusivity.
- Benefits: Hybrid working, competitive salary, pension scheme, and wellness support.
- Other info: Enjoy a vibrant workplace culture with opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer experiences and driving successful outcomes.
- Qualifications: Experience in customer relationship management and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
The customer engagement manager will own end-to-end ownership of customer transition outcomes for a defined portfolio, ensuring readiness, adoption, and successful migration to the ELD NextGen platform.
Key Responsibilities
- Document and maintain customer transition and readiness actions for assigned customers, ensuring agreed plans are implemented to support a successful migration.
- Coordinate, in conjunction with the customer engagement roles, the activities with ELTO customers outlined on their action plans – translate any changes to plans to the project team to support the delivery of project milestones for customer migration.
- Work in partnership with the project engagement team to coordinate customer transition activities across migration tranches, ensuring readiness activities are aligned to programme delivery plans.
- Work with the comms teams to help support comms activities to customers.
- Work collaboratively with the project team to ensure effective customer engagement delivery, contributing insights and feedback to support the successful achievement of programme objectives.
- Support the customer working groups effectiveness by helping with the logistics and outputs of sessions to feed into the project.
- Diagnose and resolve complex, non-routine customer risks and issues, determining when escalation is required and when independent resolution is appropriate.
- Monitor customer health and risk indicators, proactively initiating corrective actions to protect customer outcomes.
- Support Onboarding lead with creation of training material for customers.
- Support Onboarding lead with content for microsite updates.
- Support Onboarding lead with organisation of events (webinar, f2f workshops).
- Manage and take ownership of distribution lists and to manage and keep up to date with contact information.
- Onboard new customer information onto CRM tool/tracker.
- Undertake additional duties as required.
Skills and Experience
- Previous account management/customer relationship management experience within an externally facing customer service focused environment.
- Good relationship management and communication skills.
- Significant planning, prioritisation and time management capability.
- Ability to think creatively to achieve the best outcome.
- Concise and accurate written and verbal communication skills.
- Proven ability to operate independently with minimal oversight, making judgement-based decisions.
- Innovative thinker – able to use all available resources to get to the right result.
- Demonstrable experience owning customer outcomes in complex, externally facing environments, requiring independent decision-making and professional judgement.
- Working knowledge of Microsoft Office products.
- Technical background in supporting products would be preferred.
Job Details
- Working Hours: 35
- Working Pattern: Monday - Friday, 9am - 5pm
- Office Location: Milton Keynes
- Job Type: 12 months FTC
Other Benefits
- IT kit supplied to you
- £320 (before tax) start up allowance
- Hybrid working (2 days in the office per week)
- Contributory Group Stakeholder Personal pension scheme
- Life Assurance
- Employee Incentive Scheme
- Sports and Social Club
- 24/7 Employee Assistance Programme
- Free access to online tools to support mental and physical health
- Enhanced maternity, paternity and adoption leave
- 1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day. If you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.
Customer Engagement Manager in Milton Keynes employer: Motor Insurers' Bureau (MIB)
At MIB, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Customer Engagement Manager in Milton Keynes, you'll benefit from hybrid working arrangements, a comprehensive employee assistance programme, and opportunities for personal growth through our volunteer and charity initiatives. Join us to make a meaningful impact while enjoying a supportive environment that values diversity and encourages you to bring your best self to work.
Contact Details:
Motor Insurers' Bureau (MIB) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show how you can fit in and contribute to their goals, especially in customer engagement.
✨Tip Number 3
Practice your pitch! You should be able to clearly explain your experience and how it relates to the role of Customer Engagement Manager. Keep it concise and engaging.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great way to reiterate your interest in the position.
We think you need these skills to ace Customer Engagement Manager in Milton Keynes
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Engagement Manager role. Highlight your experience in customer relationship management and how it aligns with the responsibilities outlined in the job description.
Showcase Your Communication Skills:Since this role requires excellent written and verbal communication, give examples of how you've effectively communicated with customers in the past. Use clear and concise language to demonstrate your ability to convey complex information simply.
Demonstrate Problem-Solving Abilities:The job involves diagnosing and resolving customer issues, so share specific instances where you've successfully navigated challenges. This will show us that you can think creatively and make sound decisions independently.
Apply Through Our Website:We encourage you 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’s super easy!
How to prepare for a job interview at Motor Insurers' Bureau (MIB)
✨Know Your Customer Engagement Strategies
Before the interview, brush up on customer engagement strategies and how they apply to the role. Be ready to discuss specific examples from your past experiences where you successfully managed customer relationships and drove engagement.
✨Demonstrate Your Problem-Solving Skills
Prepare to share instances where you've diagnosed and resolved complex customer issues. Highlight your ability to make independent decisions and how you’ve used creative thinking to achieve positive outcomes for customers.
✨Showcase Your Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and concisely. Be prepared to explain how you would coordinate with various teams and manage customer communications effectively.
✨Familiarise Yourself with the ELD NextGen Platform
Research the ELD NextGen platform and understand its features and benefits. Being knowledgeable about the product will help you answer questions confidently and demonstrate your genuine interest in the role.
