Client Engagement Executive

Location: Birmingham City Centre

Contract Type: Permanent

Closing Date: 28 February 2021

Specific Hours: 35

Client Engagement Executive

Role:               Client Engagement Executive          

Team:             Contact Centre – Birmingham

Reporting to: Susan Hateley

Summary of role:     

Client Engagement Executives (CEE’s) are responsible for generating leads as a result of marketing activity across the business.   You will be part of a growing team, handling customer calls both inbound and outbound. Candidates should have an outgoing and positive demeanor, a good work ethic whilst working with others in a team environment.

Responsibilities:

  • Managing large amounts of calls as a result of marketing activity both inbound and outbound
  • Following communication scripts in accordance with FCA compliance
  • Identifying customer needs
  • Maintain professional relationships with all lead taking advisers ensuring a fair distribution
  • Maintaining accurate records of all customer conversations recording them against the internal CRM
  • Meet targets in terms of quality of conversations
  • Attending training sessions to continuously improve knowledge and performance
  • Any other reasonable request made by the Client Engagement Manager or other members of the Senior Management Team

Experience, Knowledge/Qualifications & Competencies:

  • Excellent communications skills, especially listening
  • Excellent IT skills including Outlook and MS Teams
  • An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and also switch channels frequently from the phone to email and using the customer journey database.
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