MAGMAS
Customer Engagement Executive
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Customer Engagement Executive £27,200 + £4k Bonus Bridgwater
About the Company
This exciting high growth business is a fast-growing, customer-focused provider of high-quality self-storage solutions across the United Kingdom and is the UK’s largest centrally managed company. With a proven track record of innovation, efficiency, and service excellence, we are now entering an exciting phase of growth.
Job Summary
The Customer Engagement Executive is responsible for delivering exceptional customer service while driving sales performance across inbound and outbound customer interactions. Working within a fast-paced contact centre environment, the role involves managing enquiries, converting sales opportunities, supporting customers throughout their storage journey and ensuring a first-class customer experience at every touchpoint.
The successful candidate will be highly customer focused, commercially minded and confident in managing both service and sales conversations. They will be responsible for achieving individual sales targets, supporting occupancy growth and maintaining strong customer relationships.
Key Responsibilities
Sales and Revenue Generation
- Handle inbound sales enquiries via telephone, email, and online leads
- Convert enquiries into reservations and move-ins
- Conduct outbound sales calls to follow up new quotations, recently ‘lost’ enquiries and previous prospects, to maximise every opportunity
- Re-engage lapsed customers and generate new business opportunities
- Promote additional products and services including insurance, packaging materials and ancillary revenue opportunities
- Maximise revenue through effective needs-based selling
- Consistently achieve and exceed individual sales targets and KPIs
- Maintain accurate sales pipeline management through the CRM system
- Support local marketing campaigns through outbound customer engagement activity
Customer Service Excellence
- Deliver exceptional customer service across all customer interactions, with professionalism
- Respond promptly and professionally to customer enquiries
- Resolve customer concerns and complaints efficiently, escalating where appropriate
- Provide accurate information regarding products, pricing and availability
- Build strong customer relationships that encourage retention and referrals
- Ensure all customer communications reflect company values and brand standards
- Support customers throughout the entire customer journey from enquiry through to vacating
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Administration
- Complete customer onboarding and exiting (vacate) processes
- Explain terms and conditions, storage agreements and customer obligations
- Prepare and process customer contracts and supporting documentation
- Where applicable verify customer identification and compliance requirements
- Ensure all customer records are accurate and fully completed
- Guide customers through the reservation, move-in and vacate process
- Maintain CRM/ERP and operational systems to ensure data accuracy
- Ensure all admin is completed in a timely manner, ensuring all queries are responded to the same day
Account Management and Debtor Control
- Contact customers regarding outstanding balances and overdue accounts
- Conduct debtor collection calls in a professional and customer-focused manner
- Maintain accurate records of customer communications and payment commitments
- Escalate unresolved debt issues in line with company procedures
- Support occupancy management through proactive account administration
Customer Vacating Process
- Manage customer move-out and vacating procedures
- Confirm notice periods and account requirements
- Conduct exit communications and customer feedback gathering
- Ensure all account balances are settled prior to departure
- Process vacating documentation accurately
- Identify retention opportunities where appropriate
- Support customer retention initiatives and occupancy optimisation
Operational Support
- Manage inbound call volumes in line with service level expectations
- Respond to customer emails and online enquiries within agreed timescales
- Complete administrative tasks accurately and efficiently
- Maintain detailed records of all customer interactions
- Support wider contact centre activities as directed by the Contact Centre Supervisor
- Assist with business projects, campaigns and operational initiatives when required
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Performance Measures (KPIs)
- Reservations achieved
- Move-ins achieved
- Conversion rate
- Revenue generated
- Occupancy contribution
- Ancillary product sales (locks & insurance products)
- Outbound and inbound call activity
- Quote conversion performance
- Debtor collection targets
- Customer satisfaction scores
- Call quality scores
- Average response times
- CRM accuracy and compliance standards
Skills and Experience Required
- Previous experience within a contact centre, customer service or sales environment
- Strong telephone communication skills
- Proven ability to achieve sales targets and KPIs
- Excellent customer service and relationship-building skills
- Experience handling customer objections and closing sales opportunities
- Good administrative and organisational skills
- Strong attention to detail
- Ability to work effectively in a fast-paced environment
- Competent IT and CRM system skills
- Experience within self-storage, retail, property, hospitality or service industries desirable
Personal Attributes
- Customer-focused and service-driven
- Commercially aware and results-oriented
- Positive and enthusiastic approach
- Resilient and self-motivated
- Strong problem-solving skills
- Excellent communication skills
- Professional and reliable
- Team player with a proactive attitude
- Adaptable and flexible in a changing environment
Additional Responsibilities
- Participate in training and development activities
- Take part in live call coaching sessions
- Support onboarding of new team members where required
- Assist with implementation of new systems and processes
- Maintain knowledge of company products, pricing and promotions
- Undertake any other duties reasonably required to support the business
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