
Assistant Manager (Customer Support and Schemes) - SAPP/2026/55/EXT/A
About This Job
Jobsplus Permit number: 627/2026
Overall objective of the position:
To support the Customer Support & Schemes Manager in ensuring the effective, efficient, and high-quality delivery of customer support services and schemes administered by the Agency. The role contributes to service excellence, operational efficiency, staff supervision, stakeholder engagement, and continuous service improvement.
The Assistant Manager coordinates customer support operations, including helpline services, front-office functions, and scheme administration, ensuring that service users receive professional, accessible, and responsive support. The role acts as a point of reference for operational matters and may deputise for the Manager when required.
Key Duties & Responsibilities
1. Service delivery and operations
2. Team leadership and staff support
3. Quality assurance and monitoring
4. Service user and stakeholder relations
5. Strategic and administrative support
Key Competencies
Behavioural Competencies
- Excellent interpersonal and communication skills
- Client-centred approach with a focus on service quality
- Ability to work under pressure and manage competing priorities
- Initiative, adaptability, and problem-solving capability
- Strong organisational and time management skills
Technical Competencies
- Knowledge of customer support operations and service delivery frameworks
- Understanding of disability-related schemes and services
- Ability to analyse data and prepare reports
- Knowledge of policy implementation and regulatory compliance
Requisites
Eligible candidates must meet one of the following criteria:
a) In possession of a Master's qualification at MQF Level 7 (subject to 90-120 ECTS’s credits, or equivalent, with regard to programmes commencing as from October 2008) in a relevant social science or a comparable professional qualification, plus two (2) years relevant work experience;
OR
b) In possession of a recognised Bachelor's qualification at MQF Level 6 (subject to 180-240 ECTS’s credits, or equivalent, with regard to programmes commencing as from October 2003) in a relevant social science, or a comparable professional qualification, plus five (5) years relevant work experience.
AND
Are able to communicate in the Maltese and English language;
Preference will be given to applicants who are familiar with the operations of Aġenzija Sapport and who have practiced in the public sector.
Deadline: 14/08/2026