At a Glance
- Tasks: Lead a dynamic team to enhance customer support and service excellence.
- Company: Join a social enterprise dedicated to empowering disabled individuals in higher education.
- Benefits: Enjoy a competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Be part of a disability-confident employer with a commitment to inclusivity.
- Why this job: Make a real difference by improving the customer journey for those in need.
- Qualifications: Experience in managing customer-focused teams and a passion for exceptional service.
The predicted salary is between 35000 - 35000 £ per year.
Location: Fully remote working, occasional training days at London office required
Salary: £35,000 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. We are a disability-confident employer and guarantee to offer all disabled candidates that meet the minimum criteria an interview.
About the role
The role of the Ergonomic Team Lead is to manage the Ergonomic Team and provide effective guidance, supervision, and communication across all levels of the service. The Team Lead will be the main contact point for all team members within the service, ensuring smooth operations and effective collaboration with the wider teams resulting in an exceptional customer journey.
- Engagement Support Management
- Ensure the practical management of incoming calls in line with relevant SOP, as well as ensuring that the levels of support on calls are tailored to ensure optimal engagement and support of customers.
- Ensure that orders are managed in line with relevant SOPs, ensuring compliance with requirements and service excellence at all stages of the engagement support.
- Ensure that customer contact is managed in line with key KPIs; response rates to emails and telephone answering times are paramount to this.
- Ensure the standard of customer service offered by the team is always at a high level, limiting the need for customers to re-engage because of poor or incomplete communication.
- Ensure the appointment booking process is effectively and smoothly executed to ensure efficient use of resource while providing exceptional customer service.
- Supplier Management
- Ensure regular feedback on supplier performance.
- Review available products regularly with suppliers ensuring constant progress and improvement on product offering, pricing and margin is maintained at all times.
- Provide forecasting to supplies so that they can effectively manage stockholding, ensuring consistent supply to customers.
- Regular training with suppliers to ensure that the white-labelled experience of customers meets the high standards of the company.
- Metrics Review
- Identify targets for the team and individuals, ensuring key standards are identified and relevant support and coaching are provided to achieve them.
- The review and management of agreed metrics per team member and the wider team.
- Ensure team compliance with the minimum SLC and DSA requirements.
- Manage and close out any items requiring attention from the metrics; take action and report on areas of concern.
- Identify areas where further improvements can be made, ensuring continuous focus on achieving best practice.
- Review daily and weekly targets to ensure the minimum performance standard is always being met.
- Identify areas of potential weakness and risk so that they can be mitigated.
- Resolution of Exceptions and Queries
- Managing complaints and referring them for action as contained in the Customer Complaints SOP.
- Identify and record exceptions (non-conformances) and develop the relevant solutions with the relevant stakeholders.
- Resolution is important, but prevention is key.
- Incorporate exceptions into planning for team training.
- Assist other teams with relevant support, working closely with them to ensure improvement of the customer experience along all contact points of the customer journey.
- Team Management
- Ensure that workload is evenly distributed amongst the team, identifying team member strengths and skill sets as part of the distribution.
- Identify any resourcing issues and address them with the SLT as a priority.
- Identify areas where additional training may be required for the team. This includes onboarding training, refresher training and new training that will bring benefit to the employee and wider team.
- Ensure new team members have a clear training path in place. This should be tailored to their strengths and weaknesses, and any career planning discussed and agreed.
- 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.
- Knowledge and/or experience within a DSA environment.
About you
Additional Information
Please note the successful candidate may be subject to a DBS check. Please click the APPLY button to submit your CV.
Ergonomic Team Lead employer: Assistive Solutions Ltd
At Assistive Solutions, we pride ourselves on being a disability-confident employer that champions inclusivity and support for our team members. With a fully remote working environment and occasional training days in London, we offer a flexible work culture that prioritises employee well-being and professional growth. Our commitment to continuous improvement and exceptional customer service ensures that you will thrive in a role where your contributions make a meaningful impact on the lives of individuals within higher education.
StudySmarter Expert Advice🤫
We think this is how you could land Ergonomic Team Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Assistive Solutions Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Assistive Solutions Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Ergonomic Team Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Assistive Solutions Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Assistive Solutions Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Assistive Solutions Ltd!
How to prepare for a job interview at Assistive Solutions Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
