Customer Engagement Manager - FTC

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.

Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

• To take end-to-end ownership of customer transition outcomes for a defined portfolio, ensuring customer readiness, adoption and successful migration to the ELD Next Gen platform.
• To deliver customer engagement activity in line with agreed strategies and plans, applying professional judgement to identify, assess and flag customer-specific risks that may threaten transition and migration milestone.
• To deliver customer engagement and communications activity across the project, exercising professional judgement to identify and raise customer-related risks that may affect achievement of programme milestones.

• Document and maintain customer transition and readiness actions for assigned customers, ensuring agreed plans are implemented to support a successful migration.
• Coordinate, in conjunction with the customer engagement roles, the activities with ELTO customers outlined on their action plans – translate any changes to plans to the project team to support the delivery of project milestones for customer migration.
• Work in partnership with the project engagement team to coordinate customer transition activities across migration tranches, ensuring readiness activities are aligned to programme delivery plans.
• To work with the comms teams to help support comms activities to customers.
• Work collaboratively with the project team to ensure effective customer engagement delivery, contributing insights and feedback to support the successful achievement of programme objectives.
• To support the customer working groups effectiveness by helping with the logistics and outputs of sessions to feed into the project.
• Diagnose and resolve complex, non-routine customer risks and issues, determining when escalation is required and when independent resolution is appropriate.
• Monitor customer health and risk indicators, proactively initiating corrective actions to protect customer outcomes.
• Support Onboarding lead with creation of training material for customers.
• Support Onboarding lead with content for microsite updates.
• Supporting Onboarding lead with organisation of events. (webinar, f2f workshops)
• Manage and take ownership of distribution lists and to manage and keep up to date with contact information.
• Onboarding new customer information onto CRM tool/tracker.
• To undertake additional duties as required.

• Previous account management/customer relationship management experience within an externally facing customer service focused environment.
• Good relationship management and communication skills.
• Significant planning, prioritisation and time management capability.
• Ability to think creatively to achieve the best outcome.
• Concise and accurate written and verbal communication skills.
• Proven ability to operate independently with minimal oversight, making judgement-based decisions.
• Innovative thinker – able to use all available resources to get to the right result.
• Demonstrable experience owning customer outcomes in complex, externally facing environments, requiring independent decision-making and professional judgement.
• Working knowledge of Microsoft Office products.
• Technical background in supporting products would be preferred.

Job Title: Customer Engagement Manager

Salary: £55,000

Grade: 12

Working Hours: 35

Working Pattern: Monday - Friday, 9am - 5pm

Office

Location:

Milton Keynes

Job Type: 12 months FTC

• IT kit supplied to you
• £320 (before tax) start up allowance
• Hybrid working (2 days in the office per week)
• Contributory Group Stakeholder Personal pension scheme
• Life Assurance
• Employee Incentive Scheme
• 25 days holiday (plus public holidays)
• Holiday purchase scheme
• Sports and Social Club
• 24/7 Employee Assistance Programme
• Free access to online tools to support mental and physical health
• Enhanced maternity, paternity and adoption leave
• 1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.

So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.