Customer Engagement Specialist

4 weeks ago

London, Greater London, United Kingdom Bailie Group Full time
Position Overview

Located in London, this position plays a crucial role in supporting our Client Services and Account Management divisions. Collaborating closely with various councils, you will deliver exceptional customer service while addressing intricate or technical inquiries, complaints, and requests.

In addition to your daily responsibilities, you will embark on a Level 3 Customer Service Specialist Apprenticeship, allowing you to earn a recognized qualification while engaged in a permanent, full-time position.

Your Responsibilities
  • Assist in receiving client briefs, engaging with clients, and accurately summarizing their requirements to fully understand the tasks at hand.
  • Manage testing and complex scenarios within your authority level.
  • Proactively gather and analyze customer feedback, ensuring client satisfaction and resolving issues effectively.
  • Critically evaluate feedback to discern its implications and facts.
  • Maintain regular communication with clients and suppliers via phone and email, aiding our account teams in fostering strong relationships.
  • Develop an understanding of relevant legislation, regulations, and industry best practices.
  • Make informed recommendations based on your findings to drive improvements.
  • Adopt a cost-conscious approach when addressing customer and business needs.

Important Note: Candidates must reside in the London Borough of Lambeth to qualify for this position.

About the Apprenticeship

The Level 3 Customer Service Specialist apprenticeship is structured as a minimum 15-18 month program, providing individuals with the opportunity to acquire the necessary experience, knowledge, and skills for a role in Customer Service or Client Service Specialization.

Upon completion, this recognized qualification is equivalent to two A-level passes and will be conducted during work hours, with allocated time for lectures, seminars, and assignments.

About Bailie Group

Bailie Group is an agency dedicated to facilitating strategic change within organizations. We assist clients in creating, developing, and delivering superior services that meet the evolving demands of customers, employees, and citizens.

Our specialists excel in technical enablement, operational transformation, experience transformation, and business process outsourcing. We enhance outcomes by addressing complex challenges related to insights, digital technology, data, and print.

As a trusted partner for many of the largest and most intricate organizations, Bailie Group provides solutions that enhance health, wealth, and safety across the UK.

Key Responsibilities

We seek a candidate who will:

  • Support our Digital, Print, Technology, and Content operations teams.
  • Serve as the primary contact for customer orders and inquiries.
  • Deliver high-quality service internally to the account management team, our creative service team, and externally to customers and suppliers.
Qualifications
  • A minimum of Maths & English GCSE (Level 4, C, or above) or equivalent qualifications.
  • Familiarity with MS Office or similar software.
  • Strong team player with the ability to work independently.
  • Adaptable and flexible, capable of tailoring guidance based on customer needs.
  • Effective verbal and written communication skills.
  • Proactive and innovative in identifying solutions.
  • Collaborate effectively with colleagues at all levels to achieve results.
Additional Benefits
  • Competitive base salary.
  • 25 days of holiday plus public holidays.
  • Company pension and life assurance scheme (if eligible).
  • Opportunities to learn from industry experts.
  • Access to Medicash health plan, online GP services, support services, and discounted gym memberships.
  • Flexible working hours and a hybrid working structure.
  • Cycle to work scheme and season pass loan for public transport.
  • A focus on professional development and personal growth opportunities.
  • A collaborative and inclusive workplace culture.
Hybrid & Homeworking

To ensure the health, safety, and well-being of our employees, we maintain minimum standards for homeworking environments, which must be adhered to. Further details are available upon request.

Our Commitment to Inclusion

Bailie Group actively encourages applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We promote an inclusive culture that empowers everyone to reach their full potential and enjoy a rewarding career with us.

Important Note: The successful candidate will be required to undergo a training period at our designated office upon joining. All associated costs for accommodation and travel will be covered by Bailie Group.

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