At a Glance
- Tasks: Lead customer transitions and ensure successful migration to the ELD NextGen platform.
- Company: Join MIB, a passionate team dedicated to making roads safer for everyone.
- Benefits: Enjoy hybrid working, generous holiday, and a supportive work environment.
- Other info: Inclusive workplace where your unique ideas and experiences are valued.
- Why this job: Make a real difference by helping victims of uninsured drivers rebuild their lives.
- Qualifications: Experience in customer relationship management and strong communication skills required.
The predicted salary is between 55000 - 55000 € per year.
About MIB
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately. Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
About The Role
To take end-to-end ownership of customer transition outcomes for a defined portfolio, ensuring customer readiness, adoption and successful migration to the ELD NextGen platform. To deliver customer engagement activity in line with agreed strategies and plans, applying professional judgement to identify, assess and flag customer-specific risks that may threaten transition and migration milestone. To deliver customer engagement and communications activity across the project, exercising professional judgement to identify and raise customer-related risks that may affect achievement of programme milestones.
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 collaboratively with the project team to ensure effective customer engagement delivery, contributing insights and feedback to support the successful achievement of programme objectives.
- 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.
- Manage and take ownership of distribution lists and to manage and keep up to date with contact information.
- Onboarding new customer information onto CRM tool/tracker.
- To 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.
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
- 25 days holiday (plus public holidays)
- Holiday purchase 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. So, 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 - 12 months FTC in Milton Keynes employer: Motor Insurers’ Bureau
At MIB, we are dedicated to making roads safer and supporting victims of uninsured and hit-and-run drivers. Our inclusive work culture fosters collaboration and innovation, providing employees with opportunities for professional growth and development. With a strong focus on employee well-being, we offer a range of benefits including hybrid working, generous holiday allowances, and a supportive environment where everyone can thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Manager - 12 months FTC in Milton Keynes
✨Tip Number 1
Get to know the company inside out! Research MIB's mission and values, especially their focus on making roads safer. This will help you tailor your conversations and show that you're genuinely interested in their work.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer engagement and risk management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re a great fit for the role.
We think you need these skills to ace Customer Engagement Manager - 12 months FTC 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 relevant experience in customer relationship management and how it aligns with MIB's mission to make roads safer.
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. We want to see your ability to convey complex information clearly!
Demonstrate Problem-Solving Abilities:Use your application to illustrate how you've tackled complex customer issues before. Share specific examples where your judgement and decision-making made a positive impact on customer outcomes.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Motor Insurers’ Bureau
✨Know the Company Inside Out
Before your interview, take some time to research MIB and its mission. Understand their role in making roads safer and how they support victims of uninsured drivers. This knowledge will help you connect your experience with their goals and show that you're genuinely interested in the position.
✨Showcase Your Customer Engagement Skills
Prepare specific examples from your past experiences where you've successfully managed customer relationships or resolved complex issues. Highlight your ability to think creatively and make judgement-based decisions, as these are key skills for the Customer Engagement Manager role.
✨Demonstrate Your Planning and Prioritisation Abilities
Be ready to discuss how you manage your time and prioritise tasks effectively. Share instances where you've coordinated multiple activities or projects simultaneously, especially in a customer-focused environment. This will illustrate your capability to handle the responsibilities outlined in the job description.
✨Ask Insightful Questions
Prepare thoughtful questions about the role, team dynamics, and MIB's future projects. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values. Asking about their approach to customer engagement can also demonstrate your interest in contributing to their success.
