Customer Engagement Officer

Job Title

Customer Engagement Officer

Full time, permanent

About the role

In this role you will support the delivery of high-quality professional training programmes. This varied role involves coordinating course bookings, maintaining accurate records, supporting onboarding, and acting as the first point of contact for delegates and clients. You will also manage key financial administration tasks, including invoicing and payment tracking, while contributing to promotional activity through social media to grow business to business engagement. Working closely with colleagues across delivery, finance, and marketing.

Responsibilities

• Act as the first point of contact for customer enquiries, feedback, and concerns, ensuring timely and professional responses while managing bookings and appointments via phone and email.
• Maintain accurate and up to date records across CRM systems, databases, and spreadsheets, ensuring data integrity and accessibility.
• Build and sustain strong customer relationships through regular communication across multiple channels, including social media, email, phone, and face to face interactions.
• Deliver excellent customer service through proactive follow ups with employers and clients, ensuring a positive experience at every stage.
• Gather and analyse customer feedback to identify needs, improve engagement, and enhance service delivery.
• Monitor and coordinate social media and web activity, managing content, identifying trends, and protecting the organisation's reputation.
• Carry out data cleansing activities to ensure systems remain accurate, current, and compliant.
• Proactively identify opportunities to add value to customer interactions, including promoting additional training and services.

Essential Experience

• An understanding of sales and/or marketing roles, with a proven track record of achieving targets.

Essential Qualifications

• Education to level 3 or above and/or professional experience in a relevant subject area or equivalent.

Why join us?

At Colchester Institute, we value our staff and invest in their growth. Joining us means becoming part of a vibrant community dedicated to excellence in education and training. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.