Engagement Support Assistant
# Engagement Support Assistant **Assistive Solutions** · London E8 1NG · `On-site` 🕒 **Статус:** *Опубликовано: 3 дня назад* · *Источник: Indeed* --- ### About the Role About Assistive Solutions At Assistive Solutions , our work is guided by five core values: Courage, Accountability, Diligence, Collaboration and Excellence . These aren't aspirational statements; they're the standards we expect every member of our team to demonstrate, in every role, every day. They shape how we make decisions, how we work together, how we solve problems and, most importantly, how we support the students and professionals who depend on us. About the Role We're looking for an Engagement Support Assistant to join our Engagement Support Team and help deliver an exceptional experience for our customers. You'll be a primary point of contact for customer enquiries, supporting customers throughout their journey with Assistive Solutions — from their initial contact and order processing through to completion and aftercare. A key part of the role is making sure orders are processed accurately, efficiently and on time . You'll also answer customer questions, take payments, maintain accurate records, proactively follow up with customers and resolve issues before they become bigger problems. You'll communicate with customers primarily by phone and email, so we're looking for someone who can combine efficiency and attention to detail with genuine empathy and excellent customer service . This is a great opportunity for someone who enjoys helping people, takes ownership of their work and wants to be part of a team that is continually looking for ways to improve the customer experience. What You'll Be DoingCustomer Service & Order Processing You'll support customers throughout the order journey, making sure they receive clear information and their orders progress smoothly. Your responsibilities will include: Monitoring and managing the Orders Team inbox as part of the daily team schedule. Accurately processing DSA2 allocations into customer orders. Reviewing and capturing important order information, including relevant customer and SLC contributions. Sending customers the appropriate information and templates at each stage of the order process. Processing orders through to completion, including payments, in accordance with company procedures. Ensuring your work meets company and contracted KPIs through effective organisation and time management. Making sure every customer interaction is recorded clearly so another member of the team can easily understand and continue the customer journey. Customer Queries You'll be expected to understand what the customer needs rather than simply respond to the immediate question. You'll: Assist customers with order and service-related queries. Take time to understand the issue and identify the appropriate resolution. Update CRM records and source relevant information when needed. Resolve queries within your remit and escalate appropriately when necessary. Take ownership of customer queries and avoid unnecessary hand-offs that could create delays, repeat contact or complaints. Phone & Email Support You'll communicate with customers throughout the day and will be expected to provide a consistently professional experience. You'll: Answer incoming calls in a polite, friendly and professional manner. Handle phone and email enquiries with empathy and professionalism. Balance efficiency with exceptional customer care. Provide clear and complete information that reduces unnecessary follow-up. Maintain accurate summaries of customer calls and interactions. Record unsuccessful outgoing contact attempts appropriately so there is a clear history of the customer journey. Customer Re-Engagement & Order Follow-Up Sometimes customers need additional support or encouragement to progress their order. You'll proactively identify and contact customers whose orders haven't progressed, helping them understand what they need to do next and supporting them towards completion. You'll: Review customer records before making contact to understand their current position. Proactively follow up with customers whose orders haven't progressed. Communicate by email, text message or telephone using agreed communication guidelines. Make sure customers aren't contacted unnecessarily where recent activity has already taken place. Record and track follow-up activity accurately. Provide feedback on which communications are working and suggest improvements based on customer responses. Data Accuracy & System Integrity Accuracy is a fundamental part of this role. You'll take ownership of the quality of information you enter into our systems and ensure customer records are complete and reliable. This includes: Maintaining accurate information within our CRM and Worldpay systems. Checking important customer and order information carefully. Maintaining a high level of proficiency across the systems required for your role. Making sure customer interactions and order progress are recorded clearly and consistently. Exceptions & Complaints Not every customer journey will be straightforward. You'll: Handle initial complaints in accordance with established procedures. Recognise when an issue or exception needs to be escalated. Escalate unusual or unclear scenarios to your manager so that policies and SOPs can be reviewed where necessary. Support other teams with customer or order queries where appropriate. Use your frontline experience to identify recurring issues and opportunities for improvement. Collaboration & Continuous Improvement Because you'll speak directly with customers every day, you'll have valuable insight into what's working well and where we could improve. We want you to use it. You'll: Share suggestions for improving customer communications, templates and processes. Participate actively in team meetings and knowledge sharing. Support your line manager and colleagues with reasonable additional tasks and projects. Work collaboratively with other teams to help resolve customer issues. Remain flexible when urgent requests or changing priorities require it. Contribute ideas that could make the customer journey simpler, clearer and more effective. About YouEssential We're looking for someone who can demonstrate: A good understanding of what exceptional customer service looks like. Strong organisational skills and excellent attention to detail. The ability to manage multiple priorities and deadlines. Clear and professional written and verbal communication skills. Confidence communicating with customers by phone and email. The ability to collaborate effectively and build strong working relationships. A proactive approach to solving problems. A willingness to take ownership rather than simply pass problems on. Flexibility and a willingness to support colleagues and adapt to changing demands. Desirable It would be advantageous if you have: Previous experience in a customer-facing or customer service role. Experience or familiarity with the Disabled Students' Allowance (DSA) or a related sector. Familiarity with assistive technology, specialist equipment or educational services. Experience processing customer orders or working within an order-management environment. Experience using CRM or payment-processing systems. General IT or technical knowledge. Don't worry if you don't meet every desirable requirement. We're particularly interested in people who have the right attitude, strong customer instincts and a willingness to learn . What Success Looks Like Success in this role isn't simply about processing as many orders or answering as many calls as possible. It's about making sure the whole customer journey works . That means orders are processed accurately, customers understand what's happening, queries are resolved rather than passed around, records are complete, follow-ups happen when they're needed and customers feel that someone has taken responsibility for helping them. You'll know you're doing well when customers receive a smooth and professional experience, colleagues can rely on the accuracy of your work, and the feedback you gain from customers helps us improve the way we operate. Our Values Our values aren't separate from the job — they're part of how we expect the job to be done . How you work matters as much as what you deliver. COURAGE — Initiative The best decisions at Assistive Solutions come from people who act rather than wait. Courage means taking initiative, asking questions, speaking up when something isn't right and looking for opportunities to improve the customer experience. ACCOUNTABILITY — Ownership Accountability means owning the full journey of your work — from the moment an order, query or problem reaches you until it has been resolved or appropriately escalated. Take responsibility, follow through and don't leave customers or colleagues wondering what happens next. DILIGENCE — Consistency Diligence means maintaining high standards consistently, even when things get busy. In this role, accuracy matters. Customer details, orders, payments and communications need to be handled carefully and consistently every time. COLLABORATION — Shared Ownership Every team at Assistive Solutions contributes to the customer journey. Collaboration means helping solve problems rather than simply passing them on, sharing useful information and treating the wider organisation as one team. EXCELLENCE — The Standard Excellence means continually looking for better ways to serve our customers. It's learning from customer feedback, improving our processes and communications, and not settling for adequate when we can provide an exceptional experience. How to Apply To apply for the Engagement Support Assistant position, please send your CV to careers@as-dsa.com . Please use “Engagement Support Assistant” as the subject line of your email. Interested in Joining Assistive Solutions? If this particular role isn't quite the right fit, but you're interested in building your career with Assistive Solutions , we'd still like to hear from you. Send us your CV along with a short introduction telling us about your background, your experience and where you'd like your career to take you . We'll keep your details in mind and get back to you if a suitable opportunity becomes available that matches your skills, experience and ambitions. Send your CV and introduction to careers@as-dsa.com . Pay: From £25,000.00 per year Work Location: In person
Наблюдалась 2026-09-17, впервые 2026-09-14, источник — Indeed.