Customer Engagement Manager

Department: Service and Support
Location: UK - Norwich Head Office
Require Travel: Not Required

Job Description

Permanent. £30k per annum.

Full time @ 40hrs per week.


Fantastic customer experience is everything to Epos Now. We are looking for an intelligent, motivated Customer Engagement Manager to lead customer correspondence through review sites, social media and direct messages.

The Experience manager will hold responsibility for monitoring review quality, assessing where we are now and implementing strategies to improve. As such, the successful candidate should have demonstrable experience managing the customer feedback process.


You will be:

  • Responding to Customer reviews on Trustpilot, Site Jabber & more in line with pre-set timeframes.
  • Designing and distributing review invitations for customers.
  • Keeping up to date with market trends, proposing new review sites and process improvements.
  • Analysing trends to ensure a net promoter score of 50+ (excellent) across all review sites.
  • Creating and maintaining a robust complaints management process, tracking negative reviews and resolving them as efficiently as possible while spotting and reporting patterns to improve processes.
  • Auditing and reporting on procedure, quality of employee communication and overall compliance with company policy to ensure the business is performing to agreed standards.


You are:

  • Experienced in handling customer reviews and complaints, ideally in a management capacity.
  • A calm, effective verbal and written communicator who is able to deescalate while providing quality customer service.
  • Proactive in approach, identifying areas of process improvement, confidently reporting these to relevant managers and implementing improvements.
  • An intelligent analyser, able to research market trends and audit NPS feedback to improve customer satisfaction.


You will receive:

  • Increasing holiday allowance by one day per year of service.
  • Modern ‘London-style’ offices with PS4s, ping pong tables and summer tiki bar
  • Access to Spotify and a range of game changing tech
  • Company pension scheme with Scottish Widows