Customer Engagement Coordinator

**PURPOSE OF ROLE**:
As the Customer Engagement Coordinator, your role is pivotal in delivering outstanding service to both new and existing learners at SRSCC. You will serve as the primary contact, ensuring they derive the utmost value from our training. Your responsibilities include fostering relationships, comprehensively understanding employer, apprentice and learner needs, and offering proactive solutions to enhance their journey and success. Key to this position is your ability to conduct internal and external presentations and communicate effectively over the phone, emphasising a warm and approachable service. You will actively contribute to customer retention and drive the company's growth through satisfaction and loyalty, interacting seamlessly with stakeholders to meet and exceed collective goals. Additionally, you'll support office team members with daily tasks, ensuring a cohesive and efficient operation. Furthermore, you will be responsible for managing and executing a variety of administrative tasks, maintaining organisation and supporting the smooth operation of our service.

**PRINCIPLE RESPONSIBILITIES**:
**Communication**
- Communicate with all colleagues and external points of contact face to face, by telephone, or in writing in a clear, concise, effective and professional manner.
- Interpret and respond clearly, effectively, and in a timely manner to requests for information from colleagues, managers, directors, and external agencies.
- Communicate within the team, supporting others where necessary.
- Contribute to team meetings and events as and when required, including presenting and note taking.
- Developing and manage relationships with internal and external stakeholders.
- Ensure that all deadlines are met in a timely manner and people are kept informed of progress.
- Confidently initiate phone calls to customers, demonstrating strong communication skills and a proactive approach to addressing their needs and queries.

**Support**
- Facilitate learner orientation through means such as telephone calls, face to face support calls via various platforms and participating in welcome and support sessions.
- Effectively coordinate and communicate with all relevant departments to provide a smooth and consistent transitions for all apprentices and learners.
- Develop in-depth knowledge of SRSCC processes, resources, and services in order to best serve learners and customers.
- Support with investigating and resolving any issues learners may have.
- Obtain feedback surveys from learners and contribute to developing processes, procedures and internal communications.
- Support the operations team to coordinate all workshops to ensure high attendance to workshops, sessions and other events.

**Customer Relationship Management**
- Build and nurture relationships with all customers
- Act as the first point of contact for customer queries and concerns.
- Regularly check in with customers to ensure ongoing satisfaction.
- Tailor communication and interaction style to suit individual customer needs.

**Issue Resolution and Support**
- Quickly and efficiently resolve customer issues and complaints.
- Provide detailed guidance and support for system access and usage.
- Escalate complex issues to the relevant departments when necessary
- Conduct post-resolution follow-ups with customers to verify the satisfactory resolution of their issues.

**Feedback and Improvement**
- Design and distribute customer satisfaction surveys.
- Analyse survey responses and compile reports on findings.
- Implement changes based on customer feedback to improve service.
- Share customer insights with the team through presentations.

**Internal Collaboration and Reporting**
- Provide regular updates on customer feedback and engagement to management.
- Participate in team meetings and provide input on customer success initiatives.
- Document processes and create guidelines for best practices in customer success.

**Teamwork**
- Establish and maintain effective working relationships with colleagues, managers, and clients
- Ensure that all deadlines are met in a timely manner and clients/colleagues are kept informed of progress.
- Influence people positively demonstrating a “can do” attitude.
- Motivate colleagues.
- Contribute to formal and informal discussions with colleagues to generate new ideas and approaches.
- Enjoy working as part of a team but be capable of working autonomously.

**Administration**
- Effectively use all internal systems
- Data entry and filing alongside performing other routine clerical tasks as assigned
- Adhere to procedures relating to the proper use and care of equipment and materials for which the role has responsibility
- Scanning, printing, and running reports
- Maintain accurate paper and electronic records
- Identify problems and respond in a timely fashion

**Other**
- Pro-active approach to work
- Excellent attention to detail
- Have a willingness to go the extra mile and always strive to