Parent Engagement Officer

4 weeks ago

Basingstoke, Hampshire, United Kingdom Grandir UK Full time
Job Description

Are you passionate about delivering exceptional customer service and helping families find the perfect nursery setting for their children? Do you thrive in a dynamic environment where every interaction counts? Join Grandir UK, a leading provider of childcare solutions with over 85 nurseries across the UK and be part of our mission to provide exceptional care and support to families.

We are looking for a passionate and dynamic customer service representative to join our team. As a pivotal member of our team, you will be one of the primary touchpoints for our customers before they enrol. Building strong relationships with customers and internal colleagues is essential to your success in this role, fostering a supportive and collaborative environment.

At Grandir UK, we are committed to delivering a customer-obsessed approach in every interaction. As a Customer Service Executive, you will play a pivotal role in ensuring that our customers receive a true understanding of Grandir UK's purpose and the unique offerings of our nurseries. By engaging in meaningful conversations and addressing customer queries carefully, you will assist parents in enrolling their children at our nurseries, fostering trust and confidence in our brand.

Key Responsibilities:

  • Passionate Service Delivery: Demonstrate a genuine passion for delivering top-notch service to our customers, showcasing and taking pride in the exceptional childcare services offered by Grandir UK.
  • Multi-Channel Communication: Handle customer queries through various channels including email, calls, live chat and text, both inbound and outbound, ensuring prompt and effective resolution.
  • Proactive Customer Engagement: Actively seek opportunities to enhance customer satisfaction by proactively addressing their needs and identifying areas for improvement, fostering long-term relationships.
  • Collaborative Approach: Work closely with our nurseries to enhance occupancy rates and maximise enrolment capture, contributing to the overall success of our childcare facilities.

Person Specification:

Knowledge and Experience:

  • Technology Proficiency: Experience with Zoho and Zoho Desk product solutions is desirable, although not essential.
  • Customer Service Excellence: Proven track record of achieving and exceeding customer service standards, productivity goals, and key performance indicators (KPIs).
  • Conversational Commerce: Familiarity with conversational commerce tools such as Zoho Webchat would be advantageous.
  • Industry Experience: Previous experience in both customer services and childcare would be beneficial, as well as a proven ability to drive sales through exceptional service. However, childcare experience is not essential.

Personal Characteristics:

  • Customer Obsession: Driven by a determination to deliver world-class service, ensuring every customer interaction is memorable and impactful.
  • Effective Communication: Possess a calm, engaging, yet assertive personality, capable of delivering resolutions with confidence and empathy.
  • Attention to Detail: Exhibit excellent attention to detail, ensuring accuracy and precision in every aspect of customer interaction and support.
  • Confident Leadership: Display confidence in leading conversations and assisting with customer queries, guiding customers through their journey with Grandir UK.

Join Us:

If you are enthusiastic, positive, and enjoy building meaningful relationships with people, we want to hear from you. Take the next step in your career with Grandir UK and be part of a team dedicated to making a difference in the lives of families across the UK. We're looking forward to welcoming you into the Grandir UK family.

Join us and enjoy the following:

  • Incentives:
    • Employee benefits portal, which includes discounts at 100's of online high street stores
    • Staff referral scheme – recommend your friends and family to work for us. and be rewarded with a cash bonus
    • Heavily discounted childcare
  • Well-being:
    • 'Wellbeing Day' – an extra day off just for you
    • 24/7 remote GP appointments with prescriptions delivered to your home
    • Healthcare cash back plan – claim cash back on medical procedures such as dental care and physiotherapy
  • Recognition:
    • 'May I Say Thank You' A whole month dedicated to recognising employees hard work & dedication, including an all-expenses paid awards ceremony
    • Reward and recognition points – turn your points into cash through our benefits portal
    • Additional paid holiday for Christmas closure to spend with your family and friends.

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