Customer Engagement Specialist

2 weeks ago

Mablethorpe, Lincolnshire, United Kingdom Acis Group Full time

About the Role

We are seeking a highly motivated and experienced Customer Engagement Specialist to join our team at Acis Group. As a key member of our engagement team, you will play a vital role in helping us to identify and recruit new people to our services.

Key Responsibilities

  • Work with local groups, organisations, 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're 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

  • 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

At Acis Group, we're committed to equality and diversity, and we're a proud member of disability confident. We welcome applications from any applicant who feels they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role, and we're happy to discuss flexible working options with the successful candidate.

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