Customer Engagement Advocate

TheNottingham; Nottingham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A mutual financial organization in Nottingham is seeking a Customer Engagement Advocate to join their Digital Savings team. The role includes providing excellent service to customers through various channels, maintaining accurate accounts, and identifying opportunities for service improvement. The ideal candidate has strong communication skills and experience in customer service. This position offers a competitive salary and a flexible, hybrid work environment.

Benefits

Competitive salary

Annual discretionary bonus

Medicash healthcare

25 days annual leave plus bank holidays

Holiday purchase scheme

Enhanced family leave

Ongoing personal and professional development

Community involvement days

Health and wellbeing resources

Qualifications

• Must deliver exceptional customer service via various channels.
• Strong ability to communicate effectively in writing and speech.
• Detail-oriented with accurate documentation skills.

Responsibilities

• Provide excellent customer service through multiple channels.
• Maintain and document customer accounts accurately.
• Contribute to internal discussions as a customer advocate.

Skills

Exceptional customer service skills

Strong written and verbal communication skills

Attention to detail

Self-motivated

Flexible and adaptable

Education

GCSE

Job description

Hybrid work in Nottingham NG, United Kingdom

Overview

Job title: Customer Engagement Advocate. Location: Head Office, Nottingham (hybrid working, 2 days a week onsite).

Job Description

Customer Engagement Advocate from The Nottingham. This vacancy is in Marketing. Education requirement: GCSE. The Nottingham Building Society is seeking a positive and engaging team member to join the Digital savings team.

Responsibilities

• Provide excellent customer service to all customers, dealing with inquiries in a timely manner through multiple channels (telephone, email, webchat, post, Social Media).
• Ensure customer accounts are accurately maintained and documented.
• Champion opportunities to enhance the service offering, acting as the customer advocate in internal stakeholder discussions.
• Be an active contributor to the Help Centre and help train Beebot to optimise the in-app service for customers.
• Identify opportunities from customer communications to promote the range of products and services available.
• Contribute to the continuous improvement of service, systems, procedures and policies.
• Work flexibly to support the wider Society channels and services teams to achieve business objectives.

About you

• Exceptional customer service skills, ideally delivered through telephony and digital channels (web chat, Social Media, etc.).
• Strong written and verbal communication skills.
• Accurate with an eye for detail.
• Calm, welcoming and genuinely customer-focused at all times.
• Self-motivated and sales-focused.
• Flexible and adaptable with a willingness to learn.

Reward & Benefits

• Competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare, 25 days annual leave plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave.
• Commitment to ongoing personal and professional development to help you grow in your current role and future career aspirations.
• Flexible and hybrid working to support work-life balance.
• Friendly and inclusive culture with a focus on doing the right thing for colleagues and customers.
• Strong sustainability agenda and initiatives to reduce carbon footprint.
• Community involvement through the Samuel Fox Foundation, including 2 days per year paid leave to volunteer.
• Health and wellbeing resources, including trained mental health first aiders.

Embracing Diversity Together

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. Our commitment to diversity extends beyond internal culture to advertising and engagement with customers. We strive to eliminate barriers and biases to ensure equal opportunities for all.

About Us

We are a mutual, owned by our members, investing in communities and causes. Our history spans over 170 years, and our purpose is helping members save, plan for, and protect their financial futures. We are dedicated to breaking down barriers and building better futures for our customers.