Engagement Support Manager

• Customer Support and Metrics: You will oversee the entire customer support process, from order processing and priority dispatch to managing all incoming communication, ensuring all tasks are handled efficiently and to a high standard. You will set and manage targets for the team and individual members, continuously reviewing metrics to ensure compliance with minimum performance standards. A key part of your role will be identifying and mitigating risks and reporting the team’s performance to the senior leadership team.
• Exception Resolution: You will manage customer complaints and non-conformances, working with stakeholders to develop and implement solutions. A focus on prevention will be key, and you will use any exceptions to inform team training and updates to Standard Operating Procedures (SOPs).
• Team Management: You will be responsible for the day-to-day management of the team, including workload distribution, identifying and addressing resourcing issues, and facilitating weekly team meetings to ensure strong communication and synergy. You will also oversee the onboarding and development of new team members, providing coaching and creating a clear training path tailored to their strengths and career goals.
• SOPs Review: You will regularly review and propose changes to the SOPs to ensure they are fit for purpose and up-to-date, and you will ensure the team is fully trained on any new or updated procedures.

• Previous experience in managing a customer-focused team
• Good understanding of exceptional customer service
• Strong organisational skills and attention to detail
• Ability to manage multiple priorities and deadlines
• Good written and verbal communication skills
• Ability to collaborate effectively and build strong relationships with team members and other stakeholders

• Familiarity with assistive technology equipment or educational sector logistics
• Understanding and/or knowledge of stock management

• Navigate

• Keep in touch

Bluetownonline