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 UKs 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…