Activation & Engagement Specialist
Salary up to £26,000
Location
Manchester (office-first working policy; office-first to foster collaboration, alignment, and community)
Purpose
In a fast paced, global business, provide excellent customer service to new clients throughout-bound calling, by pro-actively contacting clients to arrange their on-boarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business’s Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction.
Reports to
Activation & Engagement Manager
Hours of work
Monday – Friday – 9am – 5:30pm
Day-to-day responsibilities include but are not limited to the below:
Provide an excellent customer service to our new and existing BrightHR clients
Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account
Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce
Contribute to BrightHR’s business goal of migrating all HRonline users to BrightHR
Take ownership of any Service Issues raised by the client, keeping an accurate account of the client’s concerns on the relevant CRM system
Conduct demonstrations of BrightHR by webinar for prospect clients and those wishing to migrate from HRonline
Ensure all Service Level Agreements are adhered to at all times
Meet and exceed all Key Performance Indicators
Contribute to team targets, paying particular attention to customer experience and feedback
Key requirements
Required skills and experience
Customer service experience is essential
The ideal candidate will have experience of working in an out-bound, telephone based role
Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
The ability to work in a fast-paced environment
Able to adapt to change
Can take responsibility of own product knowledge
Able to communicate at different levels throughout the business
BrightHR Benefits
Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service
Private health care cover after 5 years’ service
New business referral scheme
Access to Health Shield
Access to the EAP service
Refer a friend scheme
Paid birthday leave
Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
Group life insurance
Eye care contribution
Free fruit
Travel Season Ticket loan scheme
Milestone recognition
Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
Park Inn 20% off food and drink
New Century food and drink discount
Revolution De Cuba food and drink discount
Cycle 2 Work scheme* after probationary period
On site Gym
Bright Exchange perks
Values & Behaviours
Living the company values of We care, We take action, we innovate, we inform, and we do the right thing
We lead by example and recognise those living our values.
We drive the narrative by inspiring and engaging our team.
We collaborate with rigor and embrace diversity of thought.
We deliver with a united voice.
We take ownership by staying close to team performance by Super Coaching and Walking the Walk.
We keep our approach simple and stick to the playbook to deliver on promise.
We think critically and commercially, assess the situation before jumping to the solution.
We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart.
We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, are providing HR, H&S, and business support to over 95,000 businesses globally.
We are a people business. The market moves quickly and so do we. We put the customer first, working hard and always looking ahead, purposefully innovating to ensure peace of mind.
BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics.