Customer Engagement Specialist

4 weeks ago


Skegness, Lincolnshire, United Kingdom Acis Group Full time

About the Role

We are seeking a highly motivated and enthusiastic individual to join our team as a Customer Engagement Specialist. As a key member of our engagement team, you will play a vital role in helping people see the possibilities and engage with our services that could help them succeed.

Key Responsibilities

  • Work with local groups, organisations, partners, and internal teams to identify and recruit new people to our services.
  • Identify and coordinate new routes to market likely to lead to increased engagement and participant numbers.
  • Proactively promote and market our services to ensure people know what we offer, how they can sign up, and what they can expect.
  • Provide a clear overview of support needs as part of our warm handover to our wider teams for their continued support.
  • Owning the customer support journey for your area, working with customers on an individual and group basis, assessing their skills, barriers, and challenges, and supporting them to produce a personalised action plan.
  • Ensuring the hub is buzzing with activity – leading the 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 participant and contract needs.

What We Are 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 From the Crowd

  • 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 Us

We are Acis Group, 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're committed to equality and diversity, and we welcome applications from anyone who feels they have the essential skills to fulfil the role.

What We Offer

  • 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.

Please note that you will be required to pass an Enhanced DBS Check (we will pay for this) due to the nature of the role and the people you might be working with. We reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application.



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