Customer Engagement Officer

Titanic Belfast; Belfast City District; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday allowance

Company sick pay

Private health insurance

Employee assistance programme

Partner discounts

Job summary

Titanic Belfast is seeking a Customer Engagement Coordinator to join our Communications function. You will manage customer requests, queries, complaints and comments across channels, delivering world-class service to our guests and acting as a Brand Ambassador.

Working primarily Monday to Friday with one weekend in four, you will support VSAT reporting and, in quieter periods, desk-based research to provide insights across the business and strengthen the Voice of the Customer across all

Responsibilities

• Capture valuable customer feedback about their experience.
• Identify areas of the experience that could be enhanced or improved.
• Create advocacy.
• Create and maintain online buzz/excitement to visit.
• Monitor, maintain and enhance brand reputation.
• Support weekly VSAT reporting and desk-based research for varied projects and insights needed across the business.

Job description

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.

• Capture valuable customer feedback about their experience.
• Identify areas of the experience that could be enhanced or improved.
• Create advocacy.
• Create and maintain online buzz/excitement to visit.
• Monitor, maintain and enhance brand reputation.

This role is key to achieving these objectives and will work closely with the Visitor Experience and Marketing & Communications teams to be a Brand Ambassador, ensuring the ‘Voice of The Customer’ is central to everything we do, delivering world class customer service to those in need of assistance and strengthening our brand reputation across all channels.

• 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.