Engagement & Experience Manager

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We have an exceptional opportunity to join our warm and welcoming Students team for a fixed term Maternity cover position - approx 9-10 months

Your role is all about leading the engagement and experience for our people in this area. You'll live and breathe customer service, and want to ensure they are supported to fulfil their potential while they are with us. You'll do this by ensuring we're developing thriving hubs for them to be supported in, offering services that we know work, and engaging more people to keep our services alive.

As an engagement and experience manager, a typical day might include

• Owning and managing performance within this area across all sites, understanding the detail and ensuring teams deliver on their objectives.
• Setting and monitoring targets for the team, including resource planning, budget management, managing efficiency and maximising value for money.
• Support the day-to-day operations across all sites and be responsible for management decisions as they arise.
• Leading and developing the team, processes and systems to deliver amazing outcomes and experiences.
• Having a key focus to ensure that our accommodation and services are appealing to our people and our communities, ensuring occupancy is maximised.

• Building strong relationships with local external partners for ongoing referrals, wider experience opportunities for current students, including colleges and universities.
• Owning customer satisfaction scores and reporting for the team.
• Developing the local operational marketing strategy for day-to-day engagement.
• And working with the central group marketing team to build reputation, promote our success and develop sales campaigns that achieve our occupancy targets.
• Ensuring support plans in place and reviewed for those identified with support needs including referrals to partners and other teams as required.
• Owning the calendar of events, workshops, open days, welcome days, drop-ins and activities to increase opportunities to build our customer experience, attract sign ups and access our wider services.
• Working as part of the wider engagement team to ensure cover at events, all receptions and activities as required.

What looks good to us:

• Experience of managing a team with the skills to ensure they are delivering to clear targets and outcomes
• Strong communicator with excellent customer service experience and skills
• Ability to work as a team, under pressure and in a fast-paced environment
• Knowledge of sales and marketing techniques and examples of using these to deliver improved sales and/or services
• Experience of working with students and/or accommodation with a track record of improving customer experience and satisfaction
• You are extremely organized and ensure your team work in a methodical way meeting their deadlines
• Ability to work collaboratively with others and build positive relationships with all necessary stakeholders
• Are comfortable with, and can engage with people both 1-2-1 and in groups
• Good IT skills, with an eye for detail that's second to none.
• You're a positive, energised and enthusiastic person, with a real zest for helping others
• Engaging and supporting people is what gets you up every day
• Nothing makes you happier than seeing someone progress and develop, knowing you helped them get there
• First aid, Mental health first aid and safeguarding trained or a willingness to complete

• Resilience. Working in the education, support and employment sectors is a challenging but rewarding career. You'll be helping to bring real change to peoples' lives.

What will make you stand out from the crowd:

• A working knowledge of Kinetic Solutions would be advantageous, or any similar student accommodation CRM system
• An understanding of the different local services available for customers

• You're interested in supporting the wider team with our wellbeing activities, learning opportunities or employment support - and have some skills to offer in this area
• You'll be adept at change, having got hands-on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience.

Being part of the Acis team, you'll get:

• Generous holiday entitlement - 25 days annual leave every year increasing by one to a max of 30, plus bank holidays
• Pension contributions up to 10%
• The opportunity to undertake professional training, funded by us.
• One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
• Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
• Benefits with Acis Perkz - a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
• Long service awards for our loyal employees
• Cycle to work scheme
• Employee Assistance Programme to give you confidential advice and support, when you need it
• Professional membership subscription to support your continuous professional development
• Death in service benefit

As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application.

Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we're happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need