Customer Experience Advisor - EPA (End Point Assessment)

Customer Experience Advisor - EPA (End Point Assessment)

Fixed term 12 months

Full time: 35 hours per week

Salary: £21,500- £24,000 DOE + benefits package

Home based in England, Scotland or Wales – Occasional travel required

It is an exciting time to join us on our journey to help shape the next generation of engineering and manufacturing capabilities as we enter an ambitious growth phase with new opportunities and projects. We work as one team, and our people and customers are at the heart of everything we do. If you are looking for your next challenge and want to be part of a successful team making a difference by giving engineers the opportunity to change their world and ours, we would love to hear from you.

About the role

The role of Customer Experience Consultant – End Point Assessment role is part of the Customer Experience Team that is part of EAL which is the quality and skills delivery arm of Enginuity Group.

The role will provide outstanding service and support to our internal and external End Point Assessment stakeholders, supporting with the End Point Assessment onboarding journey and being responsible for identifying and understanding customer requirements and providing supporting with outcomes.

​What you’ll be doing

​You will work closely with the End Point Assessment and Commercial Teams to proactively monitor data and be responsible for managing, maintaining and reporting accurate pipeline information to help efficiently and effectively coordinate the resources required to ensure timely and appropriate assessment for EAL customers, whilst adhering to regulatory compliance at all times.

You will manage the pipeline of data to allow data analysis to be carried out to allow the organisation to forecast assessment planning schedules. You will provide an outbound function to our customers to gather workload insights for our internal teams.

You will closely with your internal and external key stakeholders to understand individual customer circumstances, resolving enquiries in a manner that is sensitive to the customer's individual needs whilst managing their expectations.

​What we’re looking for

• Demonstrable experience in a customer facing role, providing excellent customer service in a high volume and demand-led environment.
• A natural ability to empathise and understand the needs of our customers, demonstrating strong interpersonal and communication skills, both verbal and written. Experience of compiling presentations.
• Able to build effective relationships, both internally and externally. Confident and competent at liaising with multiple stakeholders at various levels, to deliver the best customer journey.
• A desire to delight customers with the ability to solve problems creatively and effectively.
• Diligence, perseverance, and excellent attention to detail with accuracy for recording information. Accuracy of entering key data into bespoke IT systems and adhering to compliance.
• Strong organisational and planning skills, with the ability to work in a fast-paced, complex environment.

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

• Ability to interpret complex regulations, policies, and procedures

​Working for EAL/Enginuity Group

We offer a supportive work environment and a comprehensive benefits package. We pride ourselves on being an inclusive place to work for all our colleagues and we want everyone to feel valued and that they can be themselves at work.

Many of our team work flexibly, and we would be happy to talk to you about how this could work for you.

We welcome discussions regarding reasonable adjustments and putting these in place to support you throughout the recruitment process.

• Competitive salaries
• A defined contribution pension of 4.5% employer contribution
• 25 days paid holiday (increasing with service to 27 days)
• Additional holiday purchase scheme - option to buy up 5 days extra holiday per year
• 3 paid days for company shutdown over Christmas and New Year
• Life assurance of 2x your salary
• Paid membership of a professional body
• Wellbeing programmes, access to a free wellbeing website and wellbeing app
• Paid time off to volunteer in your local community or wider charitable causes
• A comprehensive discounts and benefits scheme, with discounts at many high street and online retailers
• Maternity, paternity, shared parental, adoption and dependant leave
• Access to training and development opportunities

About Us

​Enginuity is changing the world, well sort of. Home to EAL, the Awarding Organisation for Engineering and Manufacturing qualifications, we are proud of our long and successful history of leading and shaping skills in the engineering and advanced manufacturing sector. As a trusted partner to individual engineers, educators and engineering employers, using unmatched industry expertise and data, we create practical solutions to workforce skills challenges so that engineers can change their world and ours.

Further Information

​If you have any questions, a request for further information, or would like to request this information in an alternative format, our People Team will be happy to help. Email us at hr@enginuity.org. ​

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.

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: £21,500.00-£24,000.00 per year

Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote

Reference ID: 21853