Community Engagement Officer

The Community Engagement Officer support the growth of learner participation and income generation by delivering effective engagement, marketing and sales activities across community and voluntary services. The role manages enquiries, promotes courses and services, and converts interest into enrolments, ensuring a positive customer experience and compliance with funding and council standards. The postholder uses customer relationship management (CRM) systems and data insight to target campaigns, track leads and report on performance, working collaboratively with curriculum and centre teams to achieve recruitment and income targets. To read more about our business area, please visit: Accountabilities

• Deliver engagement and sales activities that increase learner participation and income, including campaigns, events and outreach, aligned to council priorities and ACL objectives.
• Manage enquiries and provide accurate information, advice and guidance to prospective customers, ensuring compliance with funding eligibility and safeguarding requirements.
• Use customer relationship management (CRM) systems to record and track leads, monitor conversion rates and report on performance against targets.
• Collaborate with sector and area teams to ensure promotional activity reflects current provision, learner needs and progression opportunities.
• Analyse data from management information systems (MIS) and customer feedback to inform targeting, improve customer experience and support continuous improvement.
• Ensure marketing and engagement materials meet accessibility standards and council brand guidelines, and promote equality, diversity and inclusion (EDI).
• Support the achievement of income targets through effective sales techniques, negotiation and relationship management with individuals and organisations.
• Contribute to the Self-Assessment Report (SAR) and Quality Improvement Plan (QIP) by providing evidence of engagement and sales impact.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.
  
  Educated to RQF Level 3 or above (or equivalent by experience) in a relevant field such as marketing, sales or customer service, with evidence of continuing professional development.
• Experience of delivering engagement, marketing or sales activities in an education, training or customer-focused environment.
• Knowledge of funding and regulatory frameworks relevant to Adult Community Learning (ACL), including guidance from the Department for Education (DfE), Department for Work & Pensions (DWP).
• Strong digital skills and experience using Customer Relationship Management (CRM) systems and MIS to manage leads and report on performance.
• Excellent communication, negotiation and interpersonal skills, with the ability to build relationships and influence decisions.
• Commitment to inclusion, safeguarding and continuous improvement, with the ability to interpret data and act on insight to improve outcomes.
  
  Adult Community Learning (ACL) Essex is Essex County Council's provider of lifelong learning experiences for Essex residents. ACL Essex offers qualifications to help people move nearer to, enter or progress within the workplace or gain skills to enhance life chances. The service focuses many of its programmes and activities on the hardest to reach communities within Essex. ACL Essex learners have access to a diverse range of accredited and non-accredited courses which encourage creativity, healthy lifestyles, social inclusion and engagement.