Centre Engagement Officer

Leadership Skills Foundation; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

A non-profit organization in the United Kingdom is looking for a dedicated support professional to enhance the customer experience for centres. The role involves managing relationships, resolving inquiries, and ensuring effective communication. Candidates should have a strong customer service background, excellent interpersonal skills, and be adept at using data for decision-making. Familiarity with Power BI is desirable. Join us in empowering young people through effective leadership skills development.

Qualifications

• Experience in a customer facing role emphasizing customer services.
• Strong interpersonal and communication skills to express ideas confidently.
• Knowledge of Leadership Skills Foundation qualifications is a plus.

Responsibilities

• Provide personalized support to customers throughout their journey.
• Proactively create strong working relationships with centres.
• Resolve programme/service issues and troubleshoot challenges.

Skills

Customer service experience

Strong interpersonal skills

Data management

Creative thinking

Microsoft Office proficiency

Ability to multitask

Tools

Power BI

Job description

Role Purpose:

Provide appropriate support to centres when they contact the Leadership Skills Foundation.

Establish consistent and robust engagement and relationship management practices including logging touch points and interpreting data with a variety of our customers.

Respond to centre enquiries, help resolve technical issues and potential issues to delivery.

Key Responsibilities:

• Provide personalised support via effective relationship management strategies to support customers with any queries and issues across the customer journey in line with the Customer Experience Strategy.
• Proactively seek opportunities to create and maintain strong working relationships with centres that seek support from the organisation via central communication channels (phone, emails and live chat).
• Provide proactive and customised centre outreach that constantly seeks to elevate the experience of existing centres including recording accurate and timely customer intelligence.
• Resolve programme/service issues, troubleshoot challenges and support centres that are having difficulty accessing resources, registering their course(s) and/or learners.
• Support centres as they work through various policies and procedures. For example, the maintain and withdrawal procedures.
• Support Business Development strategies to meet agreed objectives and budgets.
• Utilise insight and reporting systems (various) to provide analysis and updates in relation to learner registrations and other centre insight metrics.
• Ensure sales planning, pipeline and forecasting exercises are completed on a regular basis, including annual budgeting to maximise learner and programme registration opportunities.
• Any other centre-facing tasks that need completing at various times of the year.
• To carry out any other duties as requested to support the work of the Leadership Skills Foundation commensurate with the grade and level of responsibility of the post, for which the post holder has the necessary experience and/or training.

Skills & Experience:

Essential

• Experience in a customer facing role with an emphasis on customer services
• Experience of working on own initiative and being a self-starter
• An understanding of the principles and importance of data capture to support decision making
• Strong interpersonal and communication skills, as well as confidence to express your ideas
• Creative thinking and solutions focused when addressing challenges
• Ability to present information concisely using Microsoft Office programmes
• Experience of using databases and managing data
• Ability to prioritise own workload
• Able to multi-task, work calmly under pressure and meet deadlines
• A passion for helping every young person to realise their potential through leadership skill development and volunteering

Desirable

• Experience of working in a remote or home working environment
• Analytical thinking and evaluation skills
• Experience of using or creating Power BI reports
• Knowledge of Leadership Skills Foundation qualifications and awards