Customer Engagement Manager

Role Information:

• Job Title: Customer Engagement Manager

• Reports to: Head of Customer Experience

• Location: On site – Spalding/Peterborough

• Full Time

The LightSpeed Experience

Rewarding experience. Meaningful outcomes. Making a difference in people's lives. That's what motivates us. Embrace diversity. Celebrate inclusion. Champion ideas. From across the table to around the UK, our path to innovation comes from our desire to deliver and from our outstanding people.

About us

We’ve been busy bringing gigabit fast full fibre broadband to thousands of UK homes since 2021. Our mission is to connect people. Our broadband is fast, fun and stress-free and our customers really are at the heart of every decision we make.

Join us

Here at LightSpeed, we’re going through an exciting period of growth. We have big ambitions for the future, and we need great people who share our ambitions and inspire us for the next part of our journey.

This is an exciting opportunity for anyone looking for their next challenge. We have an inclusive, diverse team – you can be yourself here and everyone is welcome. So, join us!

As Customer Engagement Manager you will be responsible for gathering and analysing customer feedback and insights to continuously improve both residential and business customer experiences and identify opportunities for growth.

You will collaborate with all LightSpeed Broadband departments and work alongside Network partners and 3rd parties in order to develop and execute strategies to enhance customer engagement, satisfaction, and loyalty.

Reporting directly into the Head of Customer Experience you will act as appointed deputy and also support the rollout of Customer Care enhancements.

What we need you to do:

• Develop and maintain effective customer survey processes as the basis for gathering actionable customer feedback and insights.

• Build and share reports and dashboards with Sr Managers and Executives and key Managers, providing an overview of what’s currently not working & why

• Map customer journeys against key customer personas to ensure both customer and company objectives and requirements are actively overseen,

• Analyse data to develop and propose improvements with the aim of improving word-of-mouth, customer loyalty and business KPIs.

• Articulate strategies for meeting customer needs. Develop and implement customer engagement plans and initiatives that align with company goals and drive satisfaction.

• Project management support in rolling out Customer Care initiatives

• Implement a Close the Loop process for contacting detractors to better understand their issues and create a ‘they listen & act’ buzz.

• Collaborate closely with all relevant LightSpeed teams such as Sales & Marketing and Customer Care to ensure a unified approach to customer engagement and develop improvement strategies.

• Collaborate with Network and 3rd party partners to ensure the LightSpeed experience is uniform across all touchpoints.

• Work with Marketing / Brand team to ensure consistency of written communications across all areas.

• Development and maintenance of engaging educational & informative content in all its forms

• Conduct / oversee tone-of-voice training and monitoring for front line staff

What we need from you:

• Proven experience in a customer-focused role, such as Customer Care, Account Management or Customer Relations

• Exceptional communication and skills in writing and in person

• Experience in communicating effectively across stakeholders, customers and employees alike

• Strong problem-solving abilities and customer-centric mindset

• Demonstrated ability to collaborate effectively with cross-functional teams

• Strong analytical skills in order to derive actionable insights from customer feedback

• Project management experience useful

• Familiarity with the broadband/telecoms industry preferred (but not essential)

What you can expect from the interview process:

We believe that an interview should be a two-way process. It should be an opportunity for you to find out everything you need to know as much as it is about us getting to know you.

If you have a disability, a learning difficulty, a medical condition or another individual need that requires an adjustment to our process; and you believe this may affect your performance in selection, we’ll be happy to make reasonable adjustments to our processes for you. Please let us know in good time, so that we can support you to perform at your best.

What we can offer you:

• Competitive Holiday Allowance + Bank Holidays

• Medical Health Insurance

• Death in Service Cover of 4 x Salary

• Pension

• Bonus Scheme

• Social Events

• EAP System

• Opportunities for Growth & Development

• Free LightSpeed Broadband – If you’re in our area

• Cycle to Work Scheme

• Flexible Working

• Employee Discounts

• Gym Membership

• Health & Wellbeing

• Birthday Day Off