Customer Engagement Specialist - #2159184

Customer Experience Specialist

Location: London, Hybrid Working

Duration: 3-Months

Role type: Fixed Term Contract

Day rate: £120 - £130 per day

Sector: Not-for-Profit

An exciting opportunity has arisen for an experienced Customer Engagement Specialist to join a not-for-profit organisation in London on an initial 3-month fixed term contract.

The role will play a key role in delivering an exceptional customer experience across a diverse customer base. You will work closely with an outsourced contact centre partner, ensuring consistently high service standards while identifying opportunities to improve customer journeys, reduce inbound contact and enhance processes through data, technology and automation.

This is a varied, hands-on role suited to someone who combines strong customer service experience with excellent communication, organisation and continuous improvement skills.

Key responsibilities

• Act as a key point of contact for an outsourced contact centre partner, supporting day-to-day coordination, performance and service delivery.
• Monitor performance against agreed KPIs and SLAs, identifying issues, escalating risks and supporting improvements where required.
• Own and maintain customer-facing templates, knowledge base content, process documentation and training materials.
• Develop and support onboarding and training for contact centre agents to ensure consistent, high-quality customer service.
• Undertake quality assurance reviews of customer interactions, identifying training requirements, recurring issues and opportunities for improvement.
• Manage and triage complex customer escalations, working with internal stakeholders and the contact centre partner to achieve appropriate resolutions.
• Analyse customer data and feedback to identify friction points, reduce avoidable inbound contact and improve the end-to-end customer journey.
• Monitor and respond to social media enquiries, using insights to support continuous improvement.
• Work with digital colleagues to develop and refine AI-assisted customer engagement and automation processes.
• Provide face-to-face customer service support at events when required.

Essential experience

• Previous experience within a customer service, customer engagement or customer support environment, ideally with exposure to contact centres or outsourced service providers.
• Experience of AI customer journey design and automation processes.
• Strong written communication skills with excellent attention to tone, clarity and empathy.
• Experience maintaining customer templates, knowledge base content, documentation and/or quality assurance processes.
• Confidence using data, dashboards and performance information to monitor service levels and identify improvements.
• Strong organisational skills with the ability to manage multiple priorities and work independently in a fast-paced environment.
• Experience with customer service/CRM technology such as Microsoft Dynamics or similar.
• Strong Microsoft Office skills, particularly Excel, Word, Outlook and PowerPoint.