Handle Recruitment are proud to be working with the leading International Festival of Creativity to recruit a Customer Engagement Lead for the run up to the 2022 festival. This festival is the Oscars of the advertising, brand marketing and creative communications world and is a fantastic opportunity for candidates looking to gain invaluable experience within the creative, advertising and events industries.
Key responsibilities will include:
- Provide daily and weekly updates on Customer Service team performance and efforts
- Allocate workload and monitor progress of Customer Service team
- Train Customer Service team on email, phone, live chat and face-to-face etiquette as per our brand values.
- Keep Customer Service team trained up on developments and changes to our entries processes.
- Daily catch-ups with Awards Consultant (Customer Engagement) to align strategy for customer interaction and prepare for any upcoming surges in workload.
- Work collaboratively with the rest of the Customer Service team providing information, guidance and help to customers explaining changes to the 2021 Awards structure and answering any questions they may have.
- Build and nurture robust relationships with new and existing customers through inbound phone calls, live chat and emails.
- Gain a comprehensive understanding into their business and motivations to enter our awards.
- Assist customers in assessing which of their partially completed entries will be submitted and deleting those which will not.
- At the same time you will be able to answer general questions about the entry process and offer guidance where necessary.
- You will be expected to follow up calls with emails, possibly providing further information.
- Correspondence is captured on Salesforce and there will be regular meetings with your team and manager to report on progress and feedback on common queries and trends.
- Work collaboratively with the Customer Engagement team to anticipate customer needs and deliver one coherent and fluid message.
To be successful in this role you will have experience working within a customer service / telemarketing role. Experience in leading or managing small customer-facing teams is ideal. Knowledge of the creative communications industry is preferred and, whether or not you have a relevant Arts / Media Degree, a passion for creativity is essential.
This is a six month assignment starting January - June 2022 (end of June if selected to work at the festival in Cannes). You must be available and have minimal prior commitments/ holiday for the entirety of the assignment, as well as being available in June to attend the festival in Cannes if required.
Please apply now for a further conversation!
Handle actively welcomes applicants from under-represented backgrounds - we pride ourselves on attracting the best talent for every opportunity through a commitment to equality, diversity and inclusion.
