Customer Experience Consultant (Data)

Permanent, Full-Time (35 hours per week)

Salary: £27,000 - £29,000 + benefits package

Home based in England, Scotland or Wales with occasional travel

About the role

This role champions a customer-first culture, ensuring every interaction - from first contact to solution delivery - provides outstanding service. You’ll identify and understand customer needs, resolve enquiries, and collaborate across teams to improve service and brand experience.

Working closely with our End Point Assessment and Commercial Teams, you’ll manage and monitor data, maintaining accurate pipeline information to coordinate resources efficiently and ensure assessments are delivered on time and to regulatory standards.

You’ll also contribute to continuous improvement by identifying opportunities to enhance customer experience, streamline processes, and support our digital transformation journey.

What you'll be doing

• Manage pipeline data and forecast assessment schedules.
• Produce reports using tools such as Excel and Power BI.
• Act as the first point of contact for customer enquiries via email, phone, and live chat.
• Build strong relationships with customers, understanding needs and managing expectations.
• Maintain clear communication with colleagues and stakeholders.
• Meet KPIs, SLAs, and quality standards.
• Support continuous improvement and suggest process enhancements.
• Share customer insights and product feedback across the organisation.
• Complete EAL month-end financial activities.
• Review and improve Customer Experience policies, processes, and systems.

What we’re looking for

• Self-motivated, adaptable, and enthusiastic with a sense of ownership.
• Proficient in Microsoft Office (Teams, Outlook, Excel, Word, PowerPoint) and Adobe.
• Skilled in business intelligence tools such as Power BI, Python, R, SQL, or VBA.
• Strong problem-solving, attention to detail, and communication skills.
• Experience handling complaints and resolving customer issues.
• Excellent time management with ability to meet deadlines and KPIs.
• Experience developing and implementing clear policies and procedures.

Other skills which would be desirable however not needed to apply for the role

• Proficient in data analysis, with strong abilities in data cleansing, transformation, and validation
• Ability to interpret complex regulations, policies, and procedures
• Ability to analyse and report on complex information

Working for EAL/Enginuity Group

We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.

Many of our team work flexibly, and we would be happy to talk to you about how this could work for you, please let us know if you are shortlisted for interview so we can discuss this with you.

We welcome discussions regarding reasonable adjustments to support you throughout the recruitment process.

Remote/home based working at Enginuity

Your working hours will be 35 per week, working 9am until 5pm with a 1 hour lunch.

As a home-based employee you will fulfil your job responsibilities from home. Interactions with work and colleagues will be from a virtual environment. Depending on your role you will be required to either have some occasional travel or UK national travel. This travel will be required to allow you to fulfil different parts of your role and to meet colleagues on a quarterly basis. Other meetings that might require you to travel are events such as all colleague away days, training, and project work. Please review the advert to gain this insight to how much travel is expected. Also, ask at interview stage to confirm the frequency of travel and distance.

The company will provide you with the IT equipment required to carry out your role but it is a requirement that you provide all the necessary facilities for working from home; including broadband, home office, desk and chair.

Our benefits include:

• Competitive externally benchmarked salaries
• A defined contribution pension (4.5% employer/employee contribution).
• 25 days paid holiday (increasing after 1 years’ service to 26 days and 2 years to 27 days), plus bank holidays.
• 3 additional paid days for company shutdown over Christmas and New Year
• A holiday buy scheme - option to buy up 5 days extra days holiday per year
• Life assurance of 2x your salary
• A Healthcare Cash Plan so you can claim back the costs of everyday health care such as dental, optical and physiotherapy. Plus, a virtual 24 hour GP service.
• Paid membership of a Professional Body to support your continuous development.
• An Employee Assistance Programme offering free confidential advice and support
• Wellbeing programmes, access to a free wellbeing website and wellbeing app
• Paid time off to volunteer in your local community or to support wider charitable causes
• A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
• Enhanced maternity, paternity, shared parental, adoption and dependant leave
• Access to training and development opportunities

About Us

The Enginuity Group exists to find new ways to close skills gaps in UK engineering and manufacturing in order to create a more productive sector at the forefront of designing, making and maintaining the solutions to society’s greatest challenges. Enginuity is a charity that has created a ‘common language’ for engineering and manufacturing occupation and skills data, to help employers have the right skills at the right time to adapt faster to change.

We use this unique approach to sector data, alongside our deep understanding of the skills needs of UK engineering and manufacturing businesses, to:

• support engineering and manufacturing employers in discovering new sources of skills;
• provide insights and recommendations on the skills that are increasingly in demand so businesses, sectors and government can plan ahead;
• and alongside EAL, the Enginuity Group's specialist Awarding Organisation, End Point Assessment Organisation and skills partner for industry, connect organisations to ensure technical education is fit for purpose and keeps pace with changing industry needs, new technologies and the net-zero transition.

Further Information

If you have any questions, a request for further information, or would like to request this information in an alternative format, our Recruitment Team will be happy to help. Email us at recruitment@enginuity.org.

We’re unable support UK relocation or to sponsor a visa for this role.

Depending on the volume of applications, the closing date for this position may be extended or brought forward.