Engagement Support Administrator - Apprenticeship

Job Title: Engagement Support Administrator\\n\\nLocation: London\\n\\nSalary: £20,000 per annum\\n\\nJob Type: Full Time, Fixed Term – 18 Months or until completion of NVQ lvl 3 (whichever is longer)\\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\\nThis 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.\\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 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 role