Customer Engagement Lead - Internal Applicants Only (23157)

• Advertised Salary: Salary from £25,356 to £25,880
• Function: Head Office
• Job Number: 23157
• Contract Type: Permanent
• Full/Part Time: Full Time
• Total Contracted Hours: 39
• Closing Date: 18 April 2025
• Postcode: PO6 3FE
• Location: Portsmouth, Lakeside North Harbour

*Internal Applicants Only*

As a Customer Engagement Lead you'll provide a high quality multi-channel contact service to members and customers, effectively managing the end to end process to resolve queries and complaints, in turn enhancing the overallcustomer and brand experience.

What you'll get..

• 31 days leave (incl bank holidays) rising to 36 with service
• 20% store discount
• Healthcare cash plan, pension & share incentive plan
• Life Insurance
• EAP (including 24/7 access to virtual GP and annual health check)
• Financial Wellbeing tools
• Cycle-to-work scheme
• Free onsite parking at our Lakeside Head Office
• Training & development opportunities

What to expect..

• Monitor and respond to customer queries, responses and interactions across our multiple channels.
• Engage with customers and members proactively.
• Manage online reviews by responding to customer feedback and address concerns.
• Provide regular reporting, track trends, feedback and identify areas for improvement.
• Act as advocate for membership and ensure an accurate membership register.
• Administer share withdrawal and voucher exchange requests.
• Work with multiple stakeholder across the business.

What we're looking for..

• Experience in customer engagement or similar role.
• Customer service experience.
• Strong organisational skills and attention to detail.
• Excellent communication and problem solving skills.
• Experience with customer service tools, CRM platforms and social management tools.
• Customer-focused approach to web page creation and content curation.
• Creative with an Interest in digital content.

About Us

We're an independent Co-op, operating across the south of England running convenience food stores, funeral homes, crematoria, natural/woodland burial grounds and a Starbucks coffee franchise. We're owned by our 300,000+ members, have over 4,000 colleagues and a purpose of working together for the benefit of our communities. We have a commitment to sustainable business and a promise to provide a fair, fresh approach, for all. Become part of the family who are proud to serve local communities and put people first.