Customer Engagement Controller

Burton Bolton & Rose Recruitment Services Ltd; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A reputable recruitment service is hiring a Customer Engagement Controller in London to oversee a team of customer engagement professionals. This role involves providing coaching, managing team objectives, and resolving customer escalations. Ideal for candidates with robust customer service experience and leadership skills.

Qualifications

• Experience in customer service roles.
• Strong leadership and coaching abilities.
• Proven conflict resolution skills.

Responsibilities

• Manage a Customer Engagement team of six staff members.
• Provide training and coaching to team members.
• Handle customer escalations and process orders.

Skills

Customer service

Team management

Coaching

Conflict resolution

Job description

If you are an experienced customer service professional with some experience then this role for a Customer Engagement Controller will really suit you.Some of your duties will include:

• - Managing Customer Engagement team comprising of approximately six staff members
• - Providing full induction and on-going coaching and training to all team members
• - Incorporating regular call listening and coaching sessions into working days
• - Producing customer call plans and ensuring that team achieve objectives
• - Handling any customer escalations that occur and resolving queries and complaints
• - Ensuring that customer orders are processed in accordance with processes

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