Engagement Advisor - Temp to Perm

Engagement Advisor
Location: City of London (Office-Based)
Contract Type: Temporary to Permanent (Initial 3-Month Temp, with Opportunity for Permanent Role)
Start Date: Immediate Start Preferred
Benefits: Excellent benefits package upon permanent employment

About the Role:
We are seeking a proactive and organised Engagement Advisor to join our City of London office. This is a full-time, office-based role with the exciting opportunity to move from a temporary position to a permanent one after three months, offering excellent benefits.
You will be at the heart of our engagement operations, addressing public and customer queries, proactively contacting stakeholders, supporting service updates, and escalating complex matters to the Engagement Lead. The role also involves site visits to provide expert advice, conducting industry research, and working collaboratively with a high-performing team to build and sustain strong stakeholder relationships.

Key Responsibilities:

Customer Service and Stakeholder Engagement:

• Implement and support Customer Service processes and best practices.
• Deliver excellent service and meet key performance indicators (KPIs).
• Manage proactive communication with stakeholders to complete services and registrations.
• Respond to stakeholder enquiries across various channels (telephone, email, portal).

Operational Support:

• Coordinate project information to update FAQs and resolve public queries efficiently.
• Maintain accurate records of stakeholder interactions in the business management system.
• Acknowledge and fulfil stakeholder orders promptly and professionally.
• Monitor and respond to emails within service-level agreements (SLAs) in dedicated inboxes.

Site Visits and Research:

• Travel to project sites to investigate concerns, provide feedback, and support stakeholders.
• Assist with error resolution and damaged goods, liaising with suppliers and internal teams.
• Conduct industry research and support additional stakeholder tasks as assigned.

Escalation and Reporting:

• Manage escalated calls and emails appropriately, involving the Compliance and Risk team when necessary.
• Produce written reports as required and share insights to improve stakeholder satisfaction.
• Support stakeholders with system login and portal access issues.

Essential Skills and Experience:

• Experience working in a stakeholder engagement, customer service, or fulfilment environment.
• Ideally some experience in a Public Liaison or Client Registration role within the construction industry.
• Ability to work well under pressure, prioritise tasks, and meet deadlines.
• Strong interpersonal and relationship-building skills.
• Confident and positive communication style, both written and verbal.
• Competent in using Microsoft 365 (Excel, Outlook, Teams) and familiar with CRM systems (Salesforce knowledge is advantageous).

Personal Competencies:

• Team Player
• Strong Communication Skills
• Adaptability and Problem Solving
• Excellent Time Management
• Organised and Detail-Oriented
• Empathy and Conflict Resolution Skills
• Resilient and Proactive Mindset

What We Offer:

• Opportunity to move to a permanent role after 3 months.
• Excellent office location in the City of London.
• Comprehensive benefits package upon becoming a permanent employee.
• A supportive and collaborative team environment.
• Opportunities for career development and growth.

Immediate start preferred. Applicants must be able to work full-time in our London office and commit to transitioning into a permanent role.