Customer Engagement Supervisor

4 weeks ago

Poole, Poole, United Kingdom RNLI Full time

Customer Engagement Supervisor (Internal only)

Salary Grade: D

Contract Type: Permanent

Hours: Full Time

Location: Poole, Dorset, England

Internal Vacancy

The RNLI is committed to fostering continuous professional growth within the organization and is currently inviting applications exclusively from existing RNLI staff and volunteers. Should this position remain unfilled internally, it may be re-advertised publicly.

About Us

Our mission is straightforward: to save lives at sea. Since the 19th century, our teams have been courageously risking their lives to rescue individuals in peril of drowning.

We are seeking a Customer Engagement Supervisor to enhance our current team, where the primary responsibility is to deliver outstanding service to all RNLI supporters and inquiries, while also guiding the team to ensure the RNLI is recognized as the most cherished and well-supported charity.

Your Role

As a Customer Engagement Supervisor, your responsibilities will include:

  • Overseeing the Supporter Experience Officers.
  • Assisting with quality assurance, training, and team development.
  • Supporting the handling of inbound calls and making outbound calls to help the team achieve engagement and stewardship objectives within set deadlines and performance metrics.
  • Addressing correspondence, including letters and emails, of various types, including complaints.
  • Maintaining a comprehensive understanding of processes and efficiently utilizing multiple systems to provide support in a dynamic environment.

About You

You will possess demonstrated experience in team management with exceptional customer service abilities, ideally within a contact center setting. Experience in a fast-paced and diverse environment is essential, along with a strong background in complaint resolution. A proactive team-oriented approach, meticulous attention to detail, and excellent verbal and written communication skills are also required.

To qualify for the Customer Engagement Supervisor position, you should have:

  • A minimum of GCSE qualifications, or equivalent, with English being essential.
  • Proven customer service expertise.
  • Experience in managing personnel.
  • Contact center experience is preferred.
  • Familiarity with fundraising environments and databases would be advantageous.

Other organizations may refer to this role as Call/Contact Center Team Leader.

As a Customer Engagement Supervisor, your background may include experience in sales or customer service, working with databases, and achieving targets. If you are interested in how your skills and passion for customer service contribute to our organization's goal of reducing drowning incidents, this role may be a suitable fit for you.

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