Engagement Support Manager

Job Title: Engagement Support ManagerLocation: London / Hybrid working following successful completion of probationary periodSalary: 38,000, 40,000 DOEJob Type: Full Time, PermanentAssistive 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 PurposeThe 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 ResponsibilitiesCustomer and Order SupportOversee 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 ManagementDistribute 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 ..... full job details .....