Customer Engagement Executive

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

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

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