Customer Engagement Specialist

1 day ago

Market Rasen, Lincolnshire, United Kingdom Acis Group Full time
About the Role

We are seeking a highly motivated and experienced Customer Engagement Specialist to join our team at Acis Group. As a key member of our engagement team, you will play a vital role in helping us to deliver our services to customers across the East Midlands, Yorkshire, and the Humber.

Key Responsibilities
  • Work with local groups, organisations, and partners to identify and recruit new customers to our services.
  • Identify and coordinate new routes to market to increase engagement and participant numbers.
  • Proactively promote and market our services to ensure customers are aware of what we offer and how to access it.
  • Provide a clear overview of customer support needs and work with our wider teams to ensure seamless support.
  • Owning the customer support journey for your area, working with customers on an individual and group basis to assess their skills, barriers, and challenges and support them to produce a personalised action plan.
  • Ensuring the hub is buzzing with activity, leading customer service excellence on site through hub site management, general site-based administration, and preparation for activities every day.
  • Ensuring site cover is in place at all times of opening.
  • Following up on enquiries, checking in to ensure satisfaction, and supporting when it is not achieved.
  • Following up with all participants after attendance, discussing next steps, and booking into their next part of their journey.
  • Working as part of the wider engagement team to ensure cover at events, all hubs, and activities as required.
  • Building relationships with a wide range of other local support services to ensure we can offer a full and holistic package of support, meeting all customer and contract needs.
What We're Looking For
  • General awareness of health and safety and building management.
  • Comfortable with, and able to engage with people both 1-2-1 and in groups.
  • Strong communicator with excellent customer service experience and skills.
  • Ability to work as a team, under pressure, and in a fast-paced environment.
  • Good understanding of the barriers faced by people and the solutions that may be able to benefit them.
  • Ability to work collaboratively with others, whether in the same team or external support providers.
  • Good IT skills, with an eye for detail that's second to none.
  • You're a positive, energised, and enthusiastic person, with a real zest for helping others.
  • Engaging and supporting people is what gets you up every day.
  • Nothing makes you happier than seeing someone progress, knowing you helped them get there.
  • Resilience. Working in the education, support, and employment sectors is a challenging but rewarding career. You'll be helping to bring real change to people's lives.
What Will Make You Stand Out
  • Qualification in Mentoring, Advice, and Guidance or similar, or a mental health qualification.
  • MHFA qualified.
  • First Aid Trained.
  • Ability to deal with challenging behaviour at times.
  • An understanding of the different local services available for customers.
  • You're interested in supporting the wider team with our wellbeing activities, learning opportunities, or employment support – and have some skills to offer in this area.
  • You'll be adept at change, having got hands-on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience.
About Acis Group

We are a leading provider of affordable homes and services across the East Midlands, Yorkshire, and the Humber. We take our roles in our customers' lives seriously, putting them first in everything we do. We offer a range of services, including education, employment, and wellbeing support, and are committed to delivering high-quality services that make a real difference to people's lives.

Benefits
  • Generous holiday entitlement – At least 25 days annual leave every year, plus bank holidays.
  • Enhanced pension contributions up to 4%.
  • The opportunity to undertake professional training, funded by us.
  • Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations, and much more.
  • Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out, and much more
  • Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers.
  • Long service awards for our loyal employees.
  • Cycle to work scheme.
  • Enhanced sick pay scheme.
  • Enhanced maternity and paternity scheme to support you and your family.
  • Employee Assistance Programme to give you confidential advice and support, when you need it.
  • Professional membership subscription to support your continuous professional development.
  • Death in service benefit.

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