Customer Engagement Officer

Join Colchester Institute – Where Your Career Makes a Difference

At Colchester Institute, we believe in the power of education to transform lives and communities. As one of the leading providers of education and training in the region, we are proud to offer a dynamic, supportive, and forward-thinking working environment.

We are seeking a Customer Engagement Officer to join our team. In this role you will, support the delivery of high-quality professional training programmes. This varied role involves coordinating course bookings, maintaining accurate records, supporting onboarding, and acting as the first point of contact for delegates and clients. You will also manage key financial administration tasks, including invoicing and payment tracking, while contributing to promotional activity through social media to grow business-to-business engagement. Working closely with colleagues across delivery, finance, and marketing.

Job title: Customer Engagement Officer

Full time, permanent

About the role:

• Act as the first point of contact for customer enquiries, feedback, and concerns, ensuring timely and professional responses while managing bookings and appointments via phone and email.
• Maintain accurate and up-to-date records across CRM systems, databases, and spreadsheets, ensuring data integrity and accessibility.
• Build and sustain strong customer relationships through regular communication across multiple channels, including social media, email, phone, and face-to-face interactions.
• Deliver excellent customer service through proactive follow-ups with employers and clients, ensuring a positive experience at every stage.
• Gather and analyse customer feedback to identify needs, improve engagement, and enhance service delivery.
• Monitor and coordinate social media and web activity, managing content, identifying trends, and protecting the organisation’s reputation.
• Carry out data cleansing activities to ensure systems remain accurate, current, and compliant.
• Proactively identify opportunities to add value to customer interactions, including promoting additional training and services.

Essential Experience:

• An understanding of sales and or marketing roles, with a proven track record of achieving targets

Essential Qualifications:

• Education to level 3 or above and/or a professional experience in relevant subject area or equivalent

Why join us?

At Colchester Institute, we value our staff and invest in their growth. Joining us means becoming part of a vibrant community dedicated to excellence in education and training. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.

We do not engage with recruitment or search agencies unless they have been officially contracted in line with our PSL.