Engagement Support Manager

Location: London / Hybrid working following successful completion of probationary period

Salary: £38,000, £40,000 DOE

Job Type: Full Time, Permanent

Assistive Solutions supports disabled students in higher education by providing specialist equipment, training and practical assistance. We are a social enterprise and a Disability Confident Employer.

Role Purpose

The Engagement Support Manager is responsible for delivering a clear, efficient and supportive customer journey from initial contact through to order completion and delivery. The role leads the Engagement Support team, ensures consistently high service standards and helps remove barriers for students and customers.

Key Responsibilities

• Customer and Order Support
  • Oversee customer orders from receipt through to completion, including payments, priority requests and delivery updates.
  • Ensure telephone and email enquiries are handled promptly, professionally and with appropriate support for each customer.
  • Monitor response times, service quality and customer outcomes against agreed performance expectations.
  • Resolve complex enquiries and service issues, ensuring customers receive accurate and complete information.
• Team Management
  • Distribute work effectively, taking account of team capacity, experience and service demand.
  • Maintain appropriate operational cover during absences, peak periods and unexpected resource shortages.
  • Manage performance, conduct and attendance fairly and consistently.
  • Provide regular feedback, identify training needs and support individual development.
  • Ensure new team members receive an effective induction and suitable training.
  • Manage leave requests while maintaining adequate service coverage.
  • Build an inclusive, accountable and high-performing team culture.
• Performance and Reporting
  • Set clear team and individual objectives and ensure employees understand the standards expected of them.
  • Monitor performance data, identify trends and take timely action where improvement is needed.
  • Ensure reporting is accurate, current and available for management review.
  • Present performance information clearly, including relevant risks, causes and recommended actions.
  • Use service data and customer feedback to inform team planning, coaching and improvement activity.
• Stakeholder Engagement
  • Work collaboratively with colleagues across teams.
  • Ensure order changes, delivery issues and service updates are communicated quickly and accurately.
  • Build constructive working relationships and take shared ownership of issues involving more than one team.
  • Communicate organisational priorities and relevant changes clearly to the team.
  • Represent Assistive Solutions professionally when working with students, institutions, clients and partners.
• Complaints and Service Issues
  • Identify, record and resolve complaints, service exceptions and recurring customer issues.
  • Escalate serious or unresolved matters through the appropriate management channels.
  • Work with relevant colleagues to identify causes and prevent issues from recurring.
  • Use recurring themes to improve training, communication and working practices.
• Continuous Improvement
  • Identify practical opportunities to improve the customer journey, team processes and service delivery.
  • Propose improvements with a clear rationale and support their implementation.
  • Help develop and maintain clear, accurate and effective working practices.
  • Lead the team positively through operational or organisational change.
  • Share knowledge and improvement ideas that may benefit the wider organisation.

Person Specification

Essential Knowledge and Experience

• Experience managing a customer-facing team, including day-to-day operations, performance and development.
• Strong understanding of customer service best practices in a busy, performance-focused environment.

Essential Skills and Capabilities

• Ability to balance competing priorities and maintain service standards under pressure.
• Clear and confident communication skills, including giving feedback and escalating concerns appropriately.
• Strong organisational skills and attention to detail.
• Ability to interpret performance information and act on what it shows.
• Confidence working collaboratively with colleagues and senior stakeholders.

Essential Behaviours

• Takes initiative and challenges ineffective ways of working constructively.
• Accepts responsibility, follows work through to completion and raises problems early.
• Works collaboratively and takes shared ownership of outcomes.
• Maintains high standards of customer care, accuracy and professionalism.
• Works independently within agreed responsibilities and priorities.

Advantageous

• Familiarity with assistive technology, disability support, higher education or educational services.
• Experience using customer relationship or order management systems.
• Experience analysing service data and improving response times, resolution rates or customer satisfaction.
• Understanding of order fulfilment or stock management in a product and service environment.

Please click the APPLY button to submit your CV.