Executive Officer (Policy) (Temporary) in Bath, Somerset

Customer Engagement Executive £27,200 + £4k Bonus This exciting high growth business is a fast-growing, customer-focused provider of high-quality self-storage solutions across the United Kingdom and is the UK's largest centrally managed company. With a proven track record of innovation, efficiency, and service excellence, we are now entering an exciting phase of growth. The Customer Engagement Executive is responsible for delivering exceptional customer service while driving sales performance across inbound and outbound customer interactions. Working within a fast-paced contact centre environment, the role involves managing enquiries, converting sales opportunities, supporting customers throughout their storage journey and ensuring a first-class customer experience at every touchpoint. The successful candidate will be highly customer focused, commercially minded and confident in managing both service and sales conversations. They will be responsible for achieving individual sales targets, supporting occupancy growth and maintaining strong customer relationships. Handle inbound sales enquiries via telephone, email, and online leads • Promote additional products and services including insurance, packaging materials and ancillary Maintain accurate sales pipeline management through the CRM system • Support local marketing campaigns through outbound customer engagement activity Customer Service Excellence • Deliver exceptional customer service across all customer interactions, with professionalism • Resolve customer concerns and complaints efficiently, escalating where appropriate • Build strong customer relationships that encourage retention and referrals • Ensure all customer communications reflect company values and brand standards • Support customers throughout the entire customer journey from enquiry through to vacating Prepare and process customer contracts and supporting documentation • Maintain CRM/ERP and operational systems to ensure data accuracy • Account Management and Debtor Control • Contact customers regarding outstanding balances and overdue accounts • Conduct debtor collection calls in a professional and customer-focused manner • Support occupancy management through proactive account administration Confirm notice periods and account requirements • Ensure all account balances are settled prior to departure • Support customer retention initiatives and occupancy optimisation Operational Support • Manage inbound call volumes in line with service level expectations • Respond to customer emails and online enquiries within agreed timescales • Support wider contact centre activities as directed by the Contact Centre Supervisor • Assist with business projects, campaigns and operational initiatives when required Performance Measures (KPIs) • Quote conversion performance • Debtor collection targets • Call quality scores • CRM accuracy and compliance standards Previous experience within a contact centre, customer service or sales environment • Strong telephone communication skills • Excellent customer service and relationship-building skills • Competent IT and CRM system skills • Experience within self-storage, retail, property, hospitality or service industries desirable Customer-focused and service-driven • Adaptable and flexible in a changing environment Participate in training and development activities • Take part in live call coaching sessions • Support onboarding of new team members where required • Assist with implementation of new systems and processes • Maintain knowledge of company products, pricing and promotions • Undertake any other duties reasonably required to support the business