Job Title: Engagement Support Manager

Location: London

Salary: £38,000, £40,000 DOE

Job Type: Full Time, Permanent

Assistive Solutions specialises in supporting individuals eligible for Disabled Students' Allowances within higher education.

We are a Social Enterprise that works with disabled people, providing specialist computer equipment and 1-1 teaching.

Assistive Solutions are a Disability Confident Employer.

About the role:

The engagement support manager is expected to effectively manage the customer support team, ensuring effective use of the relevant resources to ensure that the customer journey is exceptional. By limiting wait times, providing clear and concise communication and ensuring that the customer receives the intended order in a timely manner, the customer experience will be positive and ensure that we have limited complaints and exceptions, all while achieving contractual KPIs.

Key duties:

• Customer Support and Metrics: You will oversee the entire customer support process, from order processing and priority dispatch to managing all incoming communication, ensuring all tasks are handled efficiently and to a high standard. You will set and manage targets for the team and individual members, continuously reviewing metrics to ensure compliance with minimum performance standards. A key part of your role will be identifying and mitigating risks and reporting the team's performance to the senior leadership team.
• Exception Resolution: You will manage customer complaints and non-conformances, working with stakeholders to develop and implement solutions. A focus on prevention will be key, and you will use any exceptions to inform team training and updates to Standard Operating Procedures (SOPs).
• Team Management: You will be responsible for the day-to-day management of the team, including workload distribution, identifying and addressing resourcing issues, and facilitating weekly team meetings to ensure strong communication and synergy. You will also oversee the onboarding and development of new team members, providing coaching and creating a clear training path tailored to their strengths and career goals.
• SOPs Review: You will regularly review and propose changes to the SOPs to ensure they are fit for purpose and up-to-date, and you will ensure the team is fully trained on any new or updated procedures.

About you:

Essential:

• Previous experience in managing a customer-focused team
• Good understanding of exceptional customer service
• Strong organisational skills and attention to detail
• Ability to manage multiple priorities and deadlines
• Good written and verbal communication skills
• Ability to collaborate effectively and build strong relationships with team members and other stakeholders

Beneficial:

• Familiarity with assistive technology equipment or educational sector logistics
• Understanding and/or knowledge of stock management

Please click the APPLY button to submit your CV.

Candidates with the experience or relevant job titles of Customer Service Manager, Customer Support Manager, Disability Support Coordinator, Student Support Manager, Higher Education Administrator, Customer Operations Manager, Logistics Coordinator, Client Services Manager, DSA Administrator, Assistive Technology Manager may also be considered for this role.