Engagement Support Administrator

Job Title: Engagement Support Administrator

Location: London

Salary: £24,000 per annum

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:

To provide every customer an exceptional customer journey through the effective management of daily emails and phone calls, ensuring communication is clear and concise and that queries are dealt with effectively and efficiently at all times.

Key duties:

Customer Support:

• Completion of the order process, including payments
• Handle phone and email inquiries with empathy and professionalism, finding the balance between efficiency and exceptional customer care
• Ensure customer communication is clear and aligned with company training and policies: reduce the need for follow-up or re-engagement as a result of unclear and/or incomplete communication
• Ensure adherence to all company and contracted KPIs through effective workload and time-management
• Ensure all customer interactions are recorded effectively, thereby ensuring that another member of the team is easily able to pick the customer journey where you left off
• Assist customers with queries ensuring that you understand their issue and that you effectively resolve it through updating the CRM, sourcing the applicable information, or escalating it to your manager as required. It is imperative that queries are not abdicated as they lead to additional queries and complaints

Order Dispatch:

• Completion of the delivery arrangement process as contained in Standard Operating Procedures (SOPs)
• Ensure delivery arrangements are effectively communicated with the customer
• Ensure any amendments or changes required are effectively communicated to both the customer and any impacted teams
• Ensure that queries related to delivery are forwarded to the appropriate team for action

Resolution of Exceptions and Queries:

• Handling of initial complaints and referring them for action as contained in SOPs
• Escalate exceptions to your manager so that policies and SOPs can be updated.
• Assist other teams with queries, as appropriate

About you:

Essential:

• 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:

• Experience or familiarity with the DSA and related industry
• Familiarity with assistive technology equipment or educational sector logistics
• Prior experience in a customer facing role
• IT/Technical knowledge

Please click the APPLY button to submit your CV.

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