4 of 4 Customer Engagement Jobs in Bolton

Connex AI is a global leader in innovative Cloud SaaS contact centre and customer engagement solutions, specialising in insights, data analytics, and omnichannel communications. The Role As part of our Quality Assurance team working in our Support function, you’ll play a key role in ensuring our customers receive consistently excellent service across every interaction. You'll monitor … our global service standards are upheld. Deliver clear, constructive feedback to support agents and team leads to strengthen performance. Identify training or process gaps and support initiatives to improve customer outcomes. Promote a customer-first mindset across all teams and regions. Collaborate with stakeholders to enhance service quality and efficiency. Analyse quality performance data to identify trends, share … reporting on support quality metrics. Familiarity with QA tools and continuous improvement practices (a bonus, not essential). Growth mindset, strong attention to detail, and a passion for excellent customer experiences. Our Core Values ✅ Deliver on our promises ✅ Drive customer success ✅ Prioritise effectively ✅ Fix root causes, not symptoms ✅ Be experts in what we do ✅ Stay professional at all More ❯

IR35 Status: TBC Rate: up to £550 per day We’re seeking a Commercial Data Analyst to play a pivotal role in unlocking value from a newly launched Single Customer View (SCV) platform . This is an exciting opportunity to work at the intersection of data, strategy, and commercial growth. The SCV brings together customer data from multiple … sources – including ticketing, customer service, marketing, loyalty programmes, digital platforms, and operational systems – into a unified view. Now, we need a commercially minded analyst who can turn that data into meaningful insights, KPIs, and actionable strategies that drive measurable business outcomes. What you’ll be doing Analyse SCV datasets to identify gaps, opportunities, and risks across departments. Translate business … they should be measured using SCV data. Produce clear, actionable recommendations that demonstrate where and how SCV data can add value, such as: Opportunities for more personalised marketing and customer engagement Improvements in customer experience, both digital and in-person Commercial tactics to increase revenue and reduce subsidy reliance Operational efficiencies and performance improvements. Partner with stakeholders More ❯

implement scalable contact centre solutions. - Monitor and improve operational performance, ensuring service levels and KPIs are consistently met. - Provide expert advice on best practices in contact centre management and customer engagement. - Manage vendor relationships and ensure seamless integration of outsourced services. - Support change management and training initiatives to embed new systems and processes. Skills - Experience in setting up, managing … teams and manage multiple projects - Analytical skills to monitor performance metrics and drive improvements - Vendor and supplier management experience - Change management and training delivery - Strategic planning and operational execution - Customer experience and service excellence focus Software/Tools - Contact centre platforms (e.g. Genesys, Avaya, NICE) - CRM systems (e.g. Salesforce, Microsoft Dynamics) - Workforce management and analytics tools - Digital communication channels … chat, email, social media platforms) Certifications & Standards - Relevant contact centre or customer service management certifications (desirable) - ITIL Foundation (desirable) - Project management qualifications (e.g. PRINCE2, Agile) beneficial but not essential More ❯

implement scalable contact centre solutions. - Monitor and improve operational performance, ensuring service levels and KPIs are consistently met. - Provide expert advice on best practices in contact centre management and customer engagement. - Manage vendor relationships and ensure seamless integration of outsourced services. - Support change management and training initiatives to embed new systems and processes. Skills - Experience in setting up, managing … teams and manage multiple projects - Analytical skills to monitor performance metrics and drive improvements - Vendor and supplier management experience - Change management and training delivery - Strategic planning and operational execution - Customer experience and service excellence focus Software/Tools - Contact centre platforms (e.g. Genesys, Avaya, NICE) - CRM systems (e.g. Salesforce, Microsoft Dynamics) - Workforce management and analytics tools - Digital communication channels … chat, email, social media platforms) Certifications & Standards - Relevant contact centre or customer service management certifications (desirable) - ITIL Foundation (desirable) - Project management qualifications (e.g. PRINCE2, Agile) beneficial but not essential More ❯