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…