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For Companies At a Glance
- Tasks: Support customers through emails and calls, ensuring clear communication and efficient query resolution.
- Company: Join Assistive Solutions, a social enterprise dedicated to empowering disabled students in higher education.
- Benefits: Enjoy a competitive salary, a supportive work environment, and the chance to make a real difference.
- Why this job: Be part of a Disability Confident Employer that values exceptional customer service and teamwork.
- Qualifications: Strong communication skills and a passion for helping others are essential; prior customer service experience is a plus.
- Other info: This is a full-time, permanent role based in London with opportunities for personal growth.
The predicted salary is between 19200 - 33600 £ per year.
Job Description
Job Title: Engagement Support Administrator\\n\\nLocation: London\\n\\nSalary: £24,000 per annum\\n\\nJob Type: Full Time, Permanent\\n\\nAssistive Solutions specialises in supporting individuals eligible for Disabled Students' Allowances within higher education.\\n\\nWe are a Social Enterprise that works with disabled people, providing specialist computer equipment and 1-1 teaching.\\n\\nAssistive Solutions are a Disability Confident Employer.\\n\\nAbout the role:\\n\\nTo 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.\\n\\nKey duties:\\n\\nCustomer Support:\\n\\nCompletion of the order process, including payments\\nHandle phone and email inquiries with empathy and professionalism, finding the balance between efficiency and exceptional customer care\\nEnsure 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\\nEnsure adherence to all company and contracted KPIs through effective workload and time-management\\nEnsure 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\\nAssist 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:\\n\\nCompletion of the delivery arrangement process as contained in Standard Operating Procedures (SOPs)\\nEnsure delivery arrangements are effectively communicated with the customer\\nEnsure any amendments or changes required are effectively communicated to both the customer and any impacted teams\\nEnsure that queries related to delivery are forwarded to the appropriate team for actionResolution of Exceptions and Queries:\\n\\nHandling of initial complaints and referring them for action as contained in SOPs\\nEscalate exceptions to your manager so that policies and SOPs can be updated.\\nAssist other teams with queries, as appropriateAbout you:\\n\\nEssential:\\n\\nGood understanding of exceptional customer service\\nStrong organisational skills and attention to detail\\nAbility to manage multiple priorities and deadlines\\nGood written and verbal communication skills\\nAbility to collaborate effectively and build strong relationships with team members and other stakeholdersBeneficial:\\n\\nExperience or familiarity with the DSA and related industry\\nFamiliarity with assistive technology equipment or educational sector logistics\\nPrior experience in a customer facing role\\nIT/Technical knowledgePlease click the APPLY button to submit your CV.\\n\\nCandidates 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
Engagement Support Administrator employer: Assistive Solutions
Contact Detail:
Assistive Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engagement Support Administrator
✨Tip Number 1
Familiarise yourself with the principles of exceptional customer service. Since the role focuses heavily on providing a great customer journey, understanding what makes customer interactions effective will help you stand out during interviews.
✨Tip Number 2
Brush up on your organisational skills. The ability to manage multiple priorities is crucial for this position, so consider using tools or techniques that help you stay organised and demonstrate this skill in your conversations with us.
✨Tip Number 3
If you have experience with assistive technology or the DSA, be sure to highlight it. Even if it's not extensive, showing familiarity can give you an edge and demonstrate your commitment to understanding our customers' needs.
✨Tip Number 4
Practice your communication skills. Since clear and concise communication is key in this role, consider role-playing common customer scenarios with a friend to refine your approach and ensure you're ready to impress us.
We think you need these skills to ace Engagement Support Administrator
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and required skills for the Engagement Support Administrator position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service roles. Use bullet points to make it easy to read and focus on achievements that demonstrate your organisational skills and attention to detail.
Write a Strong Cover Letter: In your cover letter, express your passion for providing exceptional customer service and your understanding of the needs of disabled students. Mention any relevant experience with assistive technology or the educational sector to strengthen your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Clear and concise communication is crucial for this role, so ensure your application reflects that standard.
How to prepare for a job interview at Assistive Solutions
✨Showcase Your Customer Service Skills
Since the role focuses heavily on exceptional customer service, be prepared to share specific examples of how you've handled customer inquiries or complaints in the past. Highlight your ability to empathise and resolve issues efficiently.
✨Demonstrate Organisational Skills
The job requires strong organisational skills and the ability to manage multiple priorities. During the interview, discuss how you prioritise tasks and manage your time effectively, perhaps by sharing a relevant experience.
✨Familiarity with Assistive Technology
If you have any experience or knowledge about assistive technology or the Disabled Students' Allowances (DSA), make sure to mention it. This will show your understanding of the industry and your readiness to engage with the specific needs of customers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential customer issues you might face in this role and how you would handle them, ensuring you convey your thought process clearly.
