Engagement Coordinator

The Situation

A leading UK industry organisation is creating a brand-new Engagement Coordinator role to support its growing engagement team. As the organisation has expanded, enquiry volumes, stakeholder interaction and operational activity have increased significantly. To ensure the team can continue delivering an exceptional service, this newly created role will provide essential coordination, data management, communications support and process improvement across the function.

More than a traditional administration position, this role will become a central part of the team, helping improve efficiency, identify trends and support strategic decision-making.

This is an exciting opportunity to join a friendly, collaborative team in a role with real visibility and impact. You'll gain exposure to a wide range of stakeholders, develop expertise in engagement, communications and data analysis, and play a key role in shaping how the organisation delivers value to its network. Ideal for someone looking to accelerate their career, this position offers genuine scope for future progression while allowing you to influence and develop a newly created role.

• Act as the first point of contact for enquiries via email, telephone and online channels.
• Manage, log and respond to incoming queries, escalating complex issues where appropriate.
• Maintain accurate records of interactions, enquiries and actions.
• Deliver a responsive, professional and high-quality service.

• Support the Engagement Managers in delivering an exceptional stakeholder experience.
• Help increase engagement across events, communications and initiatives.
• Identify opportunities to improve participation, communication and overall satisfaction.

• Maintain and update records within the CRM system.
• Analyse trends, recurring enquiries and stakeholder feedback.
• Produce reports and insights to support decision-making.
• Support ongoing CRM development and process improvements.

• Review and improve day-to-day processes and workflows.
• Develop resources and tools that enhance team efficiency.
• Contribute ideas to improve services and engagement activities.

• Support communications, newsletters and regular updates.
• Assist with the planning and delivery of events.
• Attend events when required and provide operational support.

• Experience working in a busy office, coordination, administration, customer service or support environment.
• Experience managing multiple priorities and responding to high volumes of enquiries.
• Experience maintaining accurate records and handling information professionally.

• Excellent organisational and prioritisation skills.
• Strong written and verbal communication skills.
• Strong Microsoft Office skills, particularly Excel, Outlook and Word.
• Ability to analyse information and identify trends or recurring themes.
• Excellent attention to detail and accuracy.
• Ability to work independently and collaboratively.
• Proactive and solution-focused approach.
• Ability to handle confidential information with discretion.

• Positive and approachable.
• Curious and eager to learn.
• Proactive, confident and willing to suggest improvements.
• Comfortable working within a small, close-knit team.

• Experience using a CRM system such as Salesforce or similar.
• Experience with in a trade association, not-for-profit organisation, professional body or stakeholder-focused environment.
• Experience in stakeholder engagement or relationship management.
• Experience analysing data and producing reports.
• Experience supporting events and networking activities.
• Knowledge of rail, transport, infrastructure or supply-chain sectors.
• Qualifications in business, administration, communications or a related subject (degree not essential).

• £30,000 - £35,000 salary (exceptional candidates considered up to £42,000)
• 25 days annual leave plus bank holidays
• 5% employer pension contribution
• Death in service benefit (2x salary)
• Long-term sickness protection
• Annual salary reviews
• 35-hour working week
• Flexible start and finish times
• Predominantly office-based with some flexibility
• Free parking and excellent transport links
• Occasional travel to events

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