ABOUT US

The Building Engineering Services Association is the UK's leading trade organisation for building engineering services contractors – representing the interests of firms active in the design, installation, commissioning, maintenance, control and management of engineering systems and services in buildings. Want to find out more? Why not check our website? www.thebesa.com

The Competence & Compliance (C&C) department is committed to sustaining prestigious accreditation including UKAS and meeting ISO standards. We are equally committed to meeting all licensing agreements such as CSCS and DEFRA and we also seek to deliver a high-quality standard throughout our network of partner training centres who deliver our learning products. Our focus is on prioritising and maintaining the highest quality standards in everything we do. We are currently seeking an individual who shares our passion for excellence to join our team. Become a crucial part of cultivating a culture that not only meets but sets new benchmarks in quality assurance, regulatory compliance, and audit assuredness. Your contributions will play a pivotal role in defining and elevating our commitment to excellence.

ABOUT THE ROLE

As a Customer Engagement Team Leader in the Competence & Compliance Department, you will play a key role in ensuring our products and services are delivered with accountability, care, and a strong focus on customer empathy. Supporting the Head of Customer Engagement, you will lead a team to proactively address customer needs, driving initiatives that enhance customer satisfaction and operational agility. You will be instrumental in transforming your team into engagement advisors who embody our culture of care and continuous improvement, while maintaining a strong commercial focus aligned with organisational goals. Your leadership will empower the team to take ownership and innovate in how we interact with our customers, ensuring we exceed expectations and cultivate strong, lasting relationships. You will manage customer feedback and work collaboratively across departments to drive service improvements with agility and responsiveness.

KEY DUTIES

Customer Engagement Strategy

• Assist in developing and implementing a comprehensive customer engagement strategy aligned with business objectives
• Champion the customer perspective across the organisation, ensuring customer needs are prioritised Champion the customer perspective across the organisation, ensuring customer needs are prioritised

Team Leadership & Management

• Lead and manage the Customer Engagement team, fostering a culture of service excellence and continuous improvement
• Mentor and support team members, driving professional development and engagement within the team

Customer Feedback & Relationship Management

• Handle customer feedback, resolve issues, and implement corrective actions to improve the overall customer experience
• Establish and maintain strong relationships with key clients, partners, and stakeholders to enhance customer loyalty

Customer Journey

• Continuously monitor and optimise the customer journey, using an agile approach to identify opportunities for improvement that enhance customer engagement.

Performance Analysis & Reporting

• Analyse customer engagement data with a commercial mindset, identifying trends and areas for improvement.
• Report OKR’s to senior management, providing actionable insights and recommendations for ongoing customer-centric improvements.

Process Improvement

• Drive continuous improvement in customer engagement processes, ensuring alignment across teams and adopting smarter, more agile ways of working.
• Collaborate cross-functionally to ensure consistency and accountability in customer communications.

Regulatory & Compliance

• Ensure customer interactions comply with industry standards, maintaining accountability for meeting regulatory requirements.
• Stay informed about relevant legislation to ensure that all engagement practices remain compliant and up to date.

ABOUT YOU

Skills, Knowledge & Experience - Essential

• Proven experience in customer engagement or client relationship management, demonstrating accountability for customer satisfaction and operational success.
• Strong understanding of customer experience strategies, including service recovery with a focus on customer care and empathy.
• Experience leading teams and driving customer-focused, commercially minded initiatives.
• Excellent interpersonal and communication skills, with the ability to collaborate and influence across all levels of the organisation.
• Analytical and data-driven, with a focus on continuous improvement and reporting on key customer engagement metrics.
• Adaptable and agile, able to drive change and collaborate across departments.

Behaviours

• Proactive and solutions-focused, embodying accountability and care in all interactions.
• Customer-centric with strong empathy for customer needs and challenges.
• Detail-oriented and continuously seeking improvements to optimise both short- and long-term strategic goals.
• Collaborative and flexible, able to work effectively within cross-departmental teams.

WORKING FOR US

Find out more about our us, including our benefits here: https://careers.thebesa.com

Join us to make a lasting impact by shaping the future of customer engagement within the building engineering services sector. Your contributions will be central to driving satisfaction and loyalty across our valued customer base.

Closing Date: 16th October 2024

Interview Date: 29th & 30th October 2024

Don’t meet every single requirement? At BESA, we are committed to building a diverse and inclusive workplace. If you're enthusiastic about this role but your experience doesn't match every requirement perfectly, we encourage you to apply anyway. You might be exactly the candidate we're looking for!