Customer Experience Consultant

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Enginuity

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏭 Manufacturing

📚 Education

Consulting • Manufacturing • Education

Enginuity is a UK-based charity and skills partner that, together with its sister awarding organisation EAL, works to close skills gaps in engineering and manufacturing. It develops a common language for occupation and skills data, provides insights and recommendations to employers and policymakers, delivers assessments and qualifications, and connects industry, education and government to ensure technical education and workforce development support advanced manufacturing and the net zero transition.

📋 Description

• Act as the first point of contact for customer enquiries • Respond to customers through email, live chat, the website and phone • Handle regular inbound and outbound calls for most of the working day • Understand customer circumstances and resolve enquiries supportively and clearly • Ensure information and updates flow to the right people across the organisation • Meet KPIs, SLAs and quality standards • Build working relationships and suggest process enhancements • Help strengthen the overall customer journey • Maintain current knowledge of Enginuity Group products and services • Support EAL month-end financial activities • Support EAL AO and EPA onboarding • Assist in developing, reviewing and improving Customer Experience policies, processes and systems

🎯 Requirements

• Experience in a complaint handling role • Confidence handling regular inbound and outbound calls • Clear and empathetic communication • Strong problem-solving skills • Good attention to detail • Ability to remain calm under pressure • Strong time management skills • Confidence working to KPIs and SLAs • Proficiency in Microsoft Office • Ability to prioritise workload effectively • Experience developing and implementing clear and effective policies and procedures is advantageous • Current driving licence is helpful but not essential • Administration Support experience is helpful but not essential • SAP experience is advantageous • Ability to interpret complex regulations and policies is advantageous • Must be based in England, Scotland or Wales • Must be able to undertake occasional national travel • UK relocation support and visa sponsorship are not available

🏖️ Benefits

• Remote/home-based working • Flexible working arrangements • 25 days annual leave, increasing to 27 days after two years’ service • Three additional paid days off between Christmas and New Year during company shutdown • Option to buy up to five extra holiday days each year • Healthcare cash plan covering everyday health costs up to £995 per year • Trained Mental Health First Aiders • Annual voucher for a free flu vaccination • Eyecare vouchers • Free wellbeing resources and wellbeing app • 24/7 Employee Assistance Programme helpline • Up to eight structured counselling sessions • Annual membership fee for a relevant professional body • Ongoing support from the Learning & Development team • Benefit Hub discount platform • Financial wellbeing resources and webinars • Life assurance cover of twice salary • Pension contributions of 4.5% • Enhanced maternity, paternity, shared parental, adoption and dependant policies • Paid time off to volunteer