Engagement Support Assistant

Location: Hackney

Job Title:

Engagement Support Assistant

Location:

Dalston, London / Hybrid

Salary: £25,000 per annum

Job Type: Permanent, full-time

Role

Purpose:

The purpose of the Engagement Support Assistant is to act as the primary point of contact for customer inquiries, delivering an exceptional customer journey through the efficient and accurate processing of orders and the proactive resolution of queries via phone and email. This role is crucial in ensuring a seamless and positive customer experience, from initial contact to order completion and beyond, through aftercare support.

Role Specific Responsibilities:

Order Processing:

Daily monitoring of the Orders Team Inbox, ensuring that your daily email slot is effectively managed and processed.
Ensure the daily DSA2 allocation is accurately processed into an order, ensuring that all important data is effectively reviewed and captured (DSA2 contribution payable/SLC contribution).
Send out relevant templates, aligned with the order process flows (upgrade list etc).
Completion of the order process, including payments, as contained in SOP CS 01 Equipment Order Processing.
Ensure adherence to all company and contracted KPIs through effective workload and time-management.
Ensure all customer interactions are recorded effectively, thereby ensuring that another member of the team is easily able to pick up the customer journey where you left off.
Assist 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 complaints.

Call Management

Ensure that you are effectively maintaining your call availability, ensuring you register as unavailable during breaks and time off.
Answer incoming calls in a polite and friendly manner, indicating your name and the name of the company.
Ensure the effective summary of phone calls so that people understand events when reviewing the contact logs.
Ensure outgoing calls that go to voicemail, or are cut-off, are recorded in the contact logs.

Customer Re-Engagement and Order Follow-up

Proactively contact customers who have not progressed with their order to encourage re-engagement and completion of the process.
Communicate with customers via email, text message, or telephone using agreed templates and approved communication guidelines.
Review each customer record prior to follow-up to confirm that no recent activity or order progress has occurred, and then send reminders accordingly.
Provide feedback on the effectiveness of communication templates and contribute suggestions for updates based on customer responses and outcomes.
Record and track all customer interactions accurately to support reporting, analysis, and continuous improvement of re-engagement strategies.

Data Accuracy and System Integrity

Take ownership of the accuracy and quality of data entry in both the CRM and World Pay systems.
Maintain a high level of proficiency using all systems.

Effective Communication

Handle phone and email inquiries with empathy and professionalism, finding the balance between efficiency and exceptional customer care.
Ensure customer communication is clear and aligned with company training and policies: reduce the need for follow-up or re-engagement because of unclear and/or incomplete communication.

Resolution of Exceptions and Queries

Handling of initial complaints and referring them for action as contained in SOPs.
Escalate exceptions to your manager so that policies and SOPs can be updated.
Assist other teams with queries, as appropriate.

Initiative and Improvement

Proactively support line managers and other team members by taking on additional, reasonable tasks and projects as required.
Participate in team meetings and contribute to the ongoing improvement of team processes and knowledge sharing.
Maintain flexibility in your daily routine to accommodate urgent requests and shifting priorities, while ensuring core responsibilities are met.
Provide suggestions for improvement to templates and processes that come out of your student interaction - you are at the coalface, so your feedback is invaluable.

What we're looking for:

Essential:

Knowledge and

Experience:

Good understanding of exceptional customer service.

Skills and Capabilities:

Strong organisational skills and attention to detail.
Ability to manage multiple priorities and deadlines.
Good written and verbal communication…