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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. You’re the face of the service, a true salesperson at heart. The more you put in the more you get out.

This role can be based at either Sheffield or Nottingham but there will be travel required to our other sites.

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 hubs and activities as required.
• If you’re part of the Acis students team, we have 24/7 cover to ensure our students are supported. That means some flexibility may be required in your role.

The way you work

• You’ll be part of our amazing team doing your thing in The Acis Way:
• You have the drive to do what’s right, putting people first in all that you do and challenging things that are wrong or need changing.
• You work closely with colleagues, connecting across our different teams, never working in silos and always sharing good practice.
• You own your work, supporting others to do the same. When you find problems, you provide solutions, encouraging new ways of working and an agile mindset. You don’t play the blame game.

What looks good to us:

• First aid trained
• MHFA trained
• Safeguarding trained
• General awareness of health and safety and building management
• Experience of managing a team with clear outcome driven targets
• Are comfortable with, and can engage with people both 1-2-1 and in group
• Experience of organising events and knowledge of the basics of sales and marketing techniques, or willingness to learn
• Strong communicator with excellent customer service experience and skills
• Ability to work as a team, under pressure and in a fast-paced environment
• A good understanding of the barriers faced by people, and the solutions that may be able to benefit them
• Ability to work collaboratively with others, whether in the same team or external support providers
• 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, knowing you helped them get there
• 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.

...and what will make you stand out from the crowd:

• Worked in a student or accommodation background focusing on the student experience
• Working knowledge of Kinetic Solutions
• Ability to deal with challenging behaviour at times
• 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 – At least 25 days annual leave every year, plus bank holidays (pro rata)
• Pension contributions up to 4%
• The opportunity to undertake professional training, funded by us.
• 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
• Enhanced sick pay scheme
• Enhanced maternity and paternity scheme to support you and your family
• 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