Parent Engagement Officer

2 days ago

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

Role Overview

Grandir UK is seeking a highly motivated and customer-focused Parent Engagement Officer to join our customer service team. As a key member of our team, you will play a pivotal role in ensuring that our customers receive exceptional service and support throughout their journey with us.

Key Responsibilities

  • Provide top-notch service to our customers, showcasing and taking pride in the exceptional childcare services offered by Grandir UK.
  • Handle customer queries through various channels, ensuring prompt and effective resolution.
  • Actively seek opportunities to enhance customer satisfaction by proactively addressing their needs and identifying areas for improvement.
  • Work closely with our nurseries to enhance occupancy rates and maximise enrolment capture.

Person Specification

Knowledge and Experience

  • Technology Proficiency: Experience with customer service software and tools is desirable.
  • 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 would be advantageous.
  • Industry Experience: Previous experience in customer services and childcare would be beneficial.

Personal Characteristics

  • Customer Obsession: Driven by a determination to deliver world-class service.
  • Effective Communication: Possess a calm, engaging, yet assertive personality.
  • Attention to Detail: Exhibit excellent attention to detail.
  • Confident Leadership: Display confidence in leading conversations and assisting with customer queries.

Benefits

  • Incentives: Employee benefits portal, staff referral scheme, and heavily discounted childcare.
  • Well-being: 'Wellbeing Day', 24/7 remote GP appointments, and healthcare cash back plan.
  • Recognition: 'May I Say Thank You' awards ceremony, reward and recognition points, and additional paid holiday for Christmas closure.

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