At a Glance
- Tasks: Deliver exceptional customer service and drive sales in a fast-paced contact centre.
- Company: Join the UK's largest self-storage provider with a focus on innovation and growth.
- Benefits: Competitive salary, bonus opportunities, and a supportive team environment.
- Other info: Great career development opportunities in a dynamic and growing company.
- Why this job: Make a real impact by helping customers throughout their storage journey.
- Qualifications: Experience in customer service or sales, strong communication skills, and a positive attitude.
The predicted salary is between 25200 - 30800 £ per year.
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.
Key Responsibilities
- Handle inbound sales enquiries via telephone, email, and online leads
- Convert enquiries into reservations and move-ins
- Conduct outbound sales calls to follow up new quotations, recently ‘lost’ enquiries and previous prospects, to maximise every opportunity
- Re-engage lapsed customers and generate new business opportunities
- Promote additional products and services including insurance, packaging materials and ancillary revenue opportunities
- Maximise revenue through effective needs-based selling
- Consistently achieve and exceed individual sales targets and KPIs
- 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
- Respond promptly and professionally to customer enquiries
- Resolve customer concerns and complaints efficiently, escalating where appropriate
- Provide accurate information regarding products, pricing and availability
- 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
Administration
- Complete customer onboarding and exiting (vacate) processes
- Explain terms and conditions, storage agreements and customer obligations
- Prepare and process customer contracts and supporting documentation
- Where applicable verify customer identification and compliance requirements
- Ensure all customer records are accurate and fully completed
- Guide customers through the reservation, move-in and vacate process
- Maintain CRM/ERP and operational systems to ensure data accuracy
- Ensure all admin is completed in a timely manner, ensuring all queries are responded to the same day
Account Management and Debtor Control
- Contact customers regarding outstanding balances and overdue accounts
- Conduct debtor collection calls in a professional and customer-focused manner
- Maintain accurate records of customer communications and payment commitments
- Escalate unresolved debt issues in line with company procedures
- Support occupancy management through proactive account administration
Customer Vacating Process
- Manage customer move-out and vacating procedures
- Confirm notice periods and account requirements
- Conduct exit communications and customer feedback gathering
- Ensure all account balances are settled prior to departure
- Process vacating documentation accurately
- Identify retention opportunities where appropriate
- 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
- Complete administrative tasks accurately and efficiently
- Maintain detailed records of all customer interactions
- 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)
- Reservations achieved
- Move-ins achieved
- Conversion rate
- Revenue generated
- Occupancy contribution
- Ancillary product sales (locks & insurance products)
- Outbound and inbound call activity
- Quote conversion performance
- Debtor collection targets
- Customer satisfaction scores
- Call quality scores
- Average response times
- CRM accuracy and compliance standards
Skills and Experience Required
- Previous experience within a contact centre, customer service or sales environment
- Strong telephone communication skills
- Proven ability to achieve sales targets and KPIs
- Excellent customer service and relationship-building skills
- Experience handling customer objections and closing sales opportunities
- Good administrative and organisational skills
- Strong attention to detail
- Ability to work effectively in a fast-paced environment
- Competent IT and CRM system skills
- Experience within self-storage, retail, property, hospitality or service industries desirable
Personal Attributes
- Customer-focused and service-driven
- Commercially aware and results-oriented
- Positive and enthusiastic approach
- Resilient and self-motivated
- Strong problem-solving skills
- Excellent communication skills
- Professional and reliable
- Team player with a proactive attitude
- Adaptable and flexible in a changing environment
Additional Responsibilities
- 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
Customer Engagement Executive in Bridgwater employer: Venture Recruitment
As a Customer Engagement Executive at our rapidly growing self-storage company in Bridgwater, you'll be part of a dynamic team that prioritises exceptional customer service and sales performance. We offer a supportive work culture that fosters personal growth and development, alongside competitive benefits including a generous bonus structure. Join us to make a meaningful impact in a thriving environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Executive in Bridgwater
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Venture Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Venture Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Engagement Executive in Bridgwater
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Venture Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Venture Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Venture Recruitment!
How to prepare for a job interview at Venture Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
