The Head of Virtual sales & Customer Engagement  will provide strategic leadership of the Customer Engagement,sales and Communications team and will oversee the functions of customer engagement, communication, marketing and formal consultation. This encompasses a wide variety of activities including: o Customer engagement , Community development , Media and Publication , Electronic communication ,Marketing and Publicity materials ,Promotion of corporate identity ,Event management.

• Management of the Customer Engagement and Communications Team including the co-ordination and direction of work.
• To liaise with service managers to identify areas where they would like support and to receive and act on requests from the scrutiny panel to initiate mystery shops, reality checks and surveys. Collating and reporting back on customer feedback obtained.
• Communication scripting for service failures.
• Ensure the Tenant Involvement & Empowerment Strategy is implemented effectively and outcomes are monitored.
• To evaluate the effectiveness of internal and external communications and engagement on a regular basis, ensuring continual improvement. To review the methods to ensure that they are appropriate for keeping customers and colleagues up to date and engaged.
• To liaise with service colleagues to identify areas where performance shows that assistance by the Customer Engagement and Communications team may be beneficial.
• To ensure records are maintained to show engagement activities and outcomes from engagement and formal reporting.
• The preparation of reports and statistics as required including assessing and reporting on the effectiveness and outcomes achieved from team activities.
• To ensure productive delivery of the team by driving internal Key KPI matrix.
• Any other duties as may be reasonably required from time to time.

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent
• 10+ yrs of experience.
• Experience of managing a team.
• In-depth knowledge of performance metrics.
• Worked in Bank ,Call centre, service industry, tele calling upsell
• Excellent communication and leadership skills.
• Organizational and time-management skills.
• Decision-making skills.