Customer Focus & Engagement Executive
Recruiting on behalf of our client
Location: Office-based, with remote working on Fridays and Saturday mornings
Salary: £28,000 per annum
Hours: Full-time, including Saturday mornings (8:00am–11:15am)
Contract: Temporary
About the Role
We are recruiting on behalf of our client for an enthusiastic, organised and customer-focused individual to join their team as a Customer Focus & Engagement Executive.
This is an exciting opportunity for someone who enjoys building relationships, delivering excellent customer service and making a positive difference to children, young people and their families.
You will play a key role in managing the customer journey, supporting families from their initial enquiry and referral through to their first session and ongoing engagement. Working closely with colleagues and external partners, you will help maximise participation, improve customer experience and ensure services meet their delivery targets.
Key Responsibilities
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Act as the main point of contact for families, young people and partner organisations.
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Deliver excellent customer service through telephone, email and online communication.
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Build positive relationships and provide personalised support throughout the customer journey.
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Manage enquiries, referrals, bookings, reviews and customer retention.
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Support recruitment and engagement of new participants.
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Proactively follow up enquiries and waiting lists to maximise attendance.
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Monitor session capacity, identify gaps and help fill available spaces.
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Manage online bookings and communicate confirmations and changes.
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Maintain accurate customer records, communication logs and attendance reports.
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Gather feedback, compliments and testimonials.
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Record and support the resolution of complaints.
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Identify opportunities to improve customer experience and service delivery.
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Work collaboratively with colleagues and external professionals.
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Support contractual requirements and participation targets.
About You
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Previous experience in customer service, engagement, administration or a support-based role.
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Excellent communication and relationship-building skills.
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Strong organisational and administrative abilities.
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Confident using IT systems and online booking platforms.
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Able to manage competing priorities and work independently.
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A proactive, empathetic and solutions-focused approach.
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Understanding of confidentiality and accurate record keeping.
Desirable Experience
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Experience supporting children, young people or vulnerable individuals.
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Knowledge of local authority referral processes.
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Understanding of short-break services, including one-to-one and group provision.
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Experience working with families, schools, social workers or other professionals.
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Experience managing bookings, waiting lists or service capacity.
The Opportunity
This is a rewarding opportunity to use your communication and organisational skills in a role that makes a genuine difference to children, young people and families.
If you are approachable, enthusiastic and passionate about delivering an excellent customer experience, we would love to hear from you
