Customer Experience Consultant
Permanent, Full time: 35 hours per week
Salary: £26,500 to £28,000 + Benefits
Home based in England, Scotland or Wales with occasional national travel

About the role
We’re looking for a Customer Experience Consultant to join our Customer Experience Team within the Enginuity Group. This is a key position at the centre of our customer first approach, helping potential and existing customers receive outstanding support from their very first interaction through to finding the right solution. A large part of this role involves being on the phones and speaking with customers for the majority of the day, so confidence in handling regular inbound and outbound calls is essential. You’ll play a vital part in understanding customer needs, resolving enquiries and supporting our wider services as we continue our digital journey.

What you’ll be doing
As the first point of contact for most customer enquiries, you’ll respond through multiple channels including email, live chat, our website and—most importantly—by phone. You’ll spend much of your time talking directly with customers, understanding their circumstances and resolving their queries in a way that is supportive, clear and aligned with our service guidelines.

You’ll help keep information flowing smoothly across the organisation, ensuring that updates reach the right people at the right time. Meeting KPIs, SLAs and quality standards will form a core part of your day, as will using your knowledge to help customers quickly and effectively.

You’ll also contribute to ongoing improvements by building strong working relationships, suggesting process enhancements and helping to strengthen the overall customer journey. Keeping your knowledge of Enginuity Group products and services current will be key. You’ll also support EAL month‑end financial activities, EAL AO and EPA onboarding, and assist in developing, reviewing and improving Customer Experience policies, processes and systems.

What we’re looking for
We’re looking for someone who is self motivated, positive and adaptable, with real pride in the way they work. You’ll be comfortable spending most of your time on the phone, able to communicate clearly and with empathy. Strong problem solving skills, good attention to detail and the ability to remain calm under pressure are important.

You must have experience in a complaint handling role, as well as strong time management skills and confidence working to KPIs and SLAs. You’ll need to be proficient in Microsoft Office and able to prioritise your workload effectively. Experience of developing and implementing clear and effective policies and procedures would be a real advantage.

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

It would be helpful but not essential if you hold a current driving licence and have experience working in an Administration Support role. Experience working with SAP would be an advantage, as would the ability to interpret complex regulations, policies and procedures. We would also welcome experience in analysing and reporting on complex information.

Working for EAL/Enginuity Group

We offer a supportive work environment and a comprehensive benefits package.

Equity, diversity and inclusion are integral to everything we do, and we are committed to being an inclusive workplace where all colleagues feel valued and able to be themselves. We actively encourage applications from people of all backgrounds, identities and experiences.

Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business. If you are shortlisted for interview, please let us know so we can explore this together.

We also welcome discussions about any reasonable adjustments that may 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.

As part of our commitment to diversity, equality, and inclusion, you’ll receive our Equal Opportunities Survey. We’d greatly appreciate it if you could take a few minutes to complete it - it helps us monitor and improve our recruitment practices.

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.