Customer Experience Consultant

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

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.

About the role
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.

About you
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.

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

About us

Enginuity Group is a dynamic organisation powered by two complementary forces: our industry-leading awarding organisation, EAL, and Enginuity, our innovation-driven charity.

EAL develops and maintains a wide range of high-quality qualifications and assessments to meet evolving industry demands and accelerate the transition to net zero. Alongside this, Enginuity focuses on tackling the UK’s engineering and manufacturing skills gap - using data-driven insight to boost productivity. Together, we’re shaping a future where engineering and manufacturing talent can thrive, and UK industry stays at the forefront of innovation.

Our Benefits and Culture

Remote/home-based working - our standard working hours are 35 per week, 9am until 5pm with a 1-hour lunch. Many of our team work flexibly, and we would be happy to discuss how flexible working could work for you and the business.
Annual Leave – You will start with 25 days annual leave, increasing to 27 days after two years’ service. You’ll also enjoy three additional paid days off between Christmas and New Year during our company shutdown. If you’d like a little more time to recharge, you can buy up to five extra days of holiday each year.
Wellbeing – Our healthcare cash plan helps you claim back everyday health costs equating up to £995 per year, and we have trained Mental Health First Aiders available for support. You’ll also get an annual voucher for a free flu vaccination, eyecare vouchers and access to free wellbeing resources and a wellbeing app.
Employee Assistance Programme –24/7 access to a free confidential helpline and access to up to eight structured counselling sessions.
Professional Development – We cover the annual membership fee for a relevant professional body and offer ongoing support from our Learning & Development team.
Financial Benefits – Make your salary go further with access to our Benefit Hub discount platform, offering exclusive savings across a wide range of well-known retailers. You’ll also benefit from financial wellbeing resources, webinars to help you stay on top of your finances, life assurance cover of x2 your salary, and pension contributions of 4.5%.
Family Friendly – We offer enhanced maternity, paternity, shared parental, adoption and dependant policies.
Volunteer – Take paid time off to volunteer, whether supporting your local community or contributing to causes that matter to you.

Diversity, Equality, Inclusion & Belonging

We promote a supportive, inclusive workplace where everyone is valued and encouraged to be themselves. We actively welcome applicants from all backgrounds and are committed to equality, diversity and inclusion. We’re a member of the Association for Black & Minority Ethnic Engineers, hold Clear Assured Gold accreditation for our inclusive culture, and are a Menopause Friendly Committed Employer. As a Disability Confident Leader, we encourage applications from people with disabilities and are open to discussing reasonable adjustments throughout recruitment and employment.

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 to 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.