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Engagement Support Administrator - Apprenticeship
Job Posted: 4 days ago
Salary: £ 20,000 - 20,000 / Annum
Job Type: Contract
Location: London
Expire in: 24 days
Job Description
Job Title: Engagement Support Administrator
Location: London
Salary: £20,000 per annum
Job Type: Full Time, Fixed Term - 18 Months or until completion of NVQ lvl 3 (whichever is longer)
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.
This position is part of an apprenticeship scheme so the successful candidate will be expected to complete an NVQ Level 3 qualification in Business Administration as part of their role. This is a full time position however you will be given time to complete some on the job hours as part of your programme.
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 complaintsOrder 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 actionResolution 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 appropriateAbout 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 stakeholdersBeneficial:
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 knowledgePlease click the APPLY button to submit your CV.
Candidates with the experience or relevant job titles of Business Administrator, Junior Administrator, Trainee Client Service, 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 roleBefore You Apply
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