Customer Engagement Officer

TBL International; Belfast; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading customer engagement company in Northern Ireland seeks a Customer Engagement Coordinator to manage customer requests and queries. This role requires strong customer service skills and effective communication, primarily working Monday to Friday with one weekend in four. Candidates should be adept at engaging with customer feedback and should demonstrate a customer-focused mindset. The position offers a robust benefits package including private health insurance and paid holidays.

Benefits

Generous incremental holiday allowances

Company sick pay scheme

Private health insurance

Employee assistance programme

Benefits and discounts with partner organisations

Qualifications

• Ability to work across multiple channels.
• Understand and engage with customer feedback.
• Demonstrate a customer-focused mindset.

Responsibilities

• Manage all customer requests, queries, complaints, and comments.
• Interact with guests via telephone, email, and webchat.
• Support weekly VSAT reporting and assist with desk-based research.

Skills

Strong customer service skills

Effective communication

Job description

Overview

This position plays a pivotal role within our communications function and is a key touchpoint for customer engagement across the business. With responsibility for managing all customer requests, queries, complaints and comments across multiple channels, this role will always deliver an excellent standard of professionalism and customer service. Supported by the Customer Engagement Crew and wider team, this role will include interacting with our guests via our customer service system, including telephone, email and webchat. The role will be primarily Monday – Friday but will need to cover one weekend in four.

This role will also support with weekly VSAT reporting and in quieter periods will assist with desk-based research for varied projects and insights needed across the business.

Responsibilities

• Manage all customer requests, queries, complaints and comments across multiple channels, delivering a high standard of professionalism and customer service.
• Interact with guests via the customer service system, including telephone, email and webchat.
• Work primarily Monday – Friday with weekend coverage of one in four.
• Support weekly VSAT reporting and assist with desk-based research for varied projects and insights as needed across the business.
• Engage with the Voice of The Customer to capture feedback, identify areas for improvement, create advocacy and maintain online buzz to visit, and monitor brand reputation.
• Collaborate with the Visitor Experience and Marketing & Communications teams to act as a Brand Ambassador and ensure customer feedback informs decisions and strengthens brand reputation across all channels.

Qualifications and expectations

The role requires strong customer service skills, effective communication, and the ability to work across multiple channels. The successful candidate will understand and engage with customer feedback and demonstrate a customer-focused mindset.

Benefits

A robust benefits package includes generous incremental holiday allowances and company sick pay scheme, private health insurance, employee assistance programme and a range of benefits and discounts with partner organisations.

• Parking
• Paid Holidays
• Private health insurance
• Employee assistance programme
• Benefits and discounts with partner organisations