Ergonomic Team Lead

Job Title: Ergonomic Team Lead

Location: Fully remote working, although occasional training days at the London office will be required

Salary: 35,000 per annum

Job Type: Full Time, Permanent

Assistive Solutions specialises in supporting individuals eligible for Disabled Students' Allowances within higher education.

We are a Social Enterprise that works with disabled people, providing specialist computer equipment and 1-1 teaching.

Please note that we are a disability-confident employer and therefore we guarantee to offer all disabled candidates that meet the minimum criteria for the role an interview.

About the role:

The role of the Ergonomic Team Lead is to manage the Ergonomic Team and provide effective guidance, supervision, and communication across all levels of the service.

The Team Lead will be the main contact point for all team members within the service, ensuring smooth operations and effective collaboration with the wider teams resulting in an exceptional customer journey.

Key duties:

Engagement Support Management:

• Ensure the practical management of incoming calls in line with relevant SOP, as well as ensuring that the levels of support on calls are tailored to ensure optimal engagement and support of customers.
• Ensure that orders are managed in line with relevant SOPs, ensuring compliance with requirements and service excellence at all stages of the engagement support.
• Ensure that customer contact is managed in line with key KPIs; response rates to emails and telephone answering times are paramount to this.
• Ensure the standard of customer service offered by the team is always at a high level, limiting the need for customers to re-engage because of poor or incomplete communication.
• Ensure the appointment booking process is effectively and smoothly executed to ensure efficient use of resource while providing exceptional customer service.

Supplier Management:

• Ensure regular feedback on supplier performance.
• Review available products regularly with suppliers ensuring constant progress and improvement on product offering, pricing and margin is maintained at all times.
• Provide forecasting to supplies so that they can effectively manage stockholding, ensuring consistent supply to customers.
• Regular training with suppliers to ensure that the white-labelled experience of customers meets the high standards of the company.

Metrics Review:

• Identify targets for the team and individuals, ensuring key standards are identified and relevant support and coaching are provided to achieve them.
• The review and management of agreed metrics per team member and the wider team.
• Ensure team compliance with the minimum SLC and DSA requirements.
• Manage and close out any items requiring attention from the metrics; take action and report on areas of concern. Identify areas where further improvements can be made, ensuring continuous focus on achieving best practice.
• Review daily and weekly targets to ensure the minimum performance standard is always being met. Identify areas of potential weakness and risk so that they can be mitigated.

Resolution of Exceptions and Queries:

• Managing complaints and referring them for action as contained in the Customer Complaints SOP.
• Identify and record exceptions (non-conformances) and develop the relevant solutions with the relevant stakeholders. Resolution is important, but prevention is key.
• Incorporate exceptions into planning for team training.
• Assist other teams with relevant support, working closely with them to ensure improvement of the customer experience along all contact points of the customer journey.

Team Management:

• Ensure that workload is evenly distributed amongst the team, identifying team member strengths and skill sets as part of the distribution.
• Identify any resourcing issues and address them with the SLT as a priority.
• Identify areas where additional training may be required for the team. This includes onboarding training, refresher training and new training that will bring benefit to the employee and wider team.
• Ensure new team members have a clear training path in place. This should be tailored to their strengths and weaknesses, and any career planning discussed and agreed.

About you:

Skills and Experience:

• 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.
• Knowledge and/or experience within a DSA environment.

Additional Information:

Please note the successful candidate may be subject to a DBS check.

Please click the APPLY button to submit your CV.

Candidates with the experience or relevant job titles of; Ergonomic Manager, Ergonomic Team Leader, Ergonomic Service, Customer Service Team Leader, Customer Service Manager, Assistive Technology Team Leader, DSA may also be considered for this role.