Customer Engagement Representative.

The successful candidate will play a critical role in the success of the customer engagement function at Citrus Training and will have responsibility for managing an allocated group of customers. You will form close relationships with key decision makers to increase customer loyalty and drive revenue growth. This role is vital to the growth plans set out by the company and will play a crucial part in ensuring that Citrus Training are successfully delivering on service level agreements for our clients, meeting or exceeding targets and protecting and retaining revenue. The position offers an exciting opportunity for any individual looking to join an organisation where they will benefit from full training, mentoring and development and enjoy career progression within a fast-growing organisation. This role may require some travel, depending on the requirements of our clients. This may be to conduct client meetings, as well as potentially supporting additional company requirements such as
exhibitions, meet the buyer events and workshops, as required.

Key Areas of Responsibility:

• Managing training enquiries and booking requests from a nominated group of accounts. Proactively contact allocated accounts to increase bookings to both open and dedicated training courses.



• Responding professionally and within agreed timescales to all enquiries by telephone and email or any other tool, as required.



• Offering advice and guidance on our training portfolio and related industry certification schemes.



• Supporting with the management of training records and matrices where the client subscribes to a managed training service.



• Adapting standard processes to suit individual client needs.



• Consistently maintaining our innovative and professional approach to our clients' needs and upholding our reputation as the UK's trusted training provider.



• Ensuring that customer satisfaction results in repeat and expansion business.



• Build close relationships with key decision makers to ensure customer loyalty and increase market share alongside BDM's and Partnership Managers.



• Support BDM's by booking customer meetings where applicable.



• Promote new products and services to account base if suitable.



• Identify customer training requirements, generate quotes and where necessary process bookings alongside the processor.



• To support the Customer Engagement function with adhoc, relevant, duties at times of peak workload.



• To provide feedback to the line management and Partnership Managers advising of potential issues and/or process improvement possibilities as well as any upselling opportunities.



• Meet and surpass any relevant role related SLA targets and KPIs, as required.



• Promote any Citrus initiatives and customer development activities, as required.


Equal Opportunities:

We are committed to equal opportunities in employment and service delivery. The policies and practices of the company aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. It is the responsibility of all Citrus Group employees to always promote equal opportunities and diversity on behalf of the Company throughout the workplace.

Health & Safety:

All employees are required to undertake their duties and responsibilities in full accordance with the Citrus Group Health & Safety Policies and Procedures. This includes ensuring that health, safety, and welfare is promoted throughout the workplace and that reasonable care is taken to safeguard their own safety and that of others.


• Experience of customer service and or telesales in a business to business environment.



• Knowledge or experience of the construction and/or training/education sector would be beneficial, but is not essential.



• IT literate with knowledge and experience in Microsoft office programmes such as Word, Excel, PowerPoint and Outlook. Experience of using databases and CRMs is desirable, but training will be provided. Skills



• Excellent customer service and people skills, with a hands on and customer centric approach.



• Ability to deliver in a highly targeted customer role



• Ability to develop effective working relationships with colleagues at all levels



• Excellent interpersonal and communications skills, in person, by telephone and in writing, adapting the communication style to suit the audience.



• Strong time management skills along with the ability to be organised and plan and prioritise tasks.



• Good literacy and numeracy skills, along with a high level of attention to detail and high level of accuracy.



• Takes initiative to meet individual and departmental KPIs and deadlines and meets expected standards.



• Takes ownership to complete tasks and resolve issues. Behaviour



• Self motivated and can work effectively, both independently and as part of a team.



• Demonstrates honesty and integrity in all areas of work.



• Is resilient and can work flexibly with changing priorities, whilst staying focused.



• Ability to be responsive in a fast changing environment.



• Supportive of colleagues and collaborates with the team.



• Approachable and professional.


Hours:

Monday to Thursday 08:30 - 17:30 & Friday 08:00 - 17:00

The successful candidate will have a flexible approach to working hours to accommodate the needs of our clients and the business.

Citrus Training has become the UK's leading provider of safety training and NVQ assessments. This year we will train or assess over 32,000 delegates in over 200 course subjects or nationally recognised qualifications. Our refreshing and innovative approach to health and safety training is widely acknowledged as setting new standards within the industry. Established in 2004 we are widely recognised as the market leader in safety training. This rapid growth and outstanding success is because the company has been built from the best of best stock within the safety industry. With a blue-chip client list including Openreach, Balfour Beatty, Kier, Barratt Homes and Anglian Water, courses are delivered nationwide at dedicated training centres and at customer sites. Citrus Group: Citrus Training is part of the Citrus Group. For over a decade, Citrus Group has been supporting our customers to achieve their corporate goals and safety aspirations. Our Group client base of more than 35,000 customers,
allows us to offer an extensive and multifaceted provision. Consisting of four companies; Altitude Safety, BBE Training, Book My Course and Citrus Training, our Group aims to keep our respective focuses in Safety Equipment, Education and Training while collaborating to provide an effective and complete safety and training solution trusted by industry. The Group's Board and Senior Management Team have gained their experience and qualifications from years of dedicated service within the industry. It's with this experience, and our customer-based key values and unique service levels that Citrus Group continues to be the industry's leading provider and sets the standard for training excellence.

Competitive and subject to experience.

Benefits:

• Holiday - 25 Days per annum, plus bank holidays (3 or 4 days to be saved for a shutdown at Christmas).



• Company Sick Pay - full sick pay is available dependent on employees' meeting the eligibility criteria. Full details are available from HR



• Health Cash Plan and Employee Assistance Programme



• Life Assurance - available to all employees after the successful completion of the probationary period



• Pension - Workplace pension scheme is available



• Eye Care Scheme - Vouchers available for free eye tests



• Free Parking - on site car parks available at all Citrus Group site


Job Types: Full-time, Permanent