Customer Engagement Manager

Our client, a charity focused on social and environmental regeneration, is looking for a Customer Engagement Manager to join their team. As the Customer Engagement Manager , you will manage a team of Customer Engagement Officers, driving daily and weekly performance to consistently meet service standards. You will oversee all inbound and outbound customer engagement activities , including calling campaigns and promotional initiatives, to drive appointments and meet targets for domestic and non-household water efficiency services. If you’re a strategic leader with a passion for exceptional customer service and strong people management skills - apply today!!

Key responsibilities for the Customer Engagement Manager:

• Act as the primary point of contact for clients on matters related to customer engagement, contributing to reports, dashboards, and regular review meetings
• Deliver customer engagement services within financial budgets, ensuring KPI’s and project milestones are consistently achieved
• Lead on accurate and effective team reporting, promote best practices, and recommend service improvements
• Manage and escalate operational or customer-related issues, providing progress updates
• Maintain and update data files to support work planning, performance assessment, task management, and monitoring of all contracted activities
• Ensure all customer interactions and data records are handled in full compliance with GDPR and data security policies.

Skills and Experience required: for the Customer Engagement Manager:

• Proven experience in call centre or customer engagement environments
• Experienced in leading and managing large teams to deliver results and drive performance
• Exceptional people skills, with a focus on staff development, wellbeing, and team support
• Skilled at managing workloads and priorities in fast-paced, deadline-driven environments
• Excellent written and verbal communication skills, with the ability to engage diverse internal and external audiences

Ref: 15072

Role: Customer Engagement Manager

Location: London

Salary: £35,000