Customer Care Coordinator

JR United Kingdom; Exeter; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading educational company seeks a Customer Care Coordinator to deliver outstanding support for Thrive-Online, their online assessment tool. The role involves onboarding new customers and managing renewals, contributing to the emotional wellbeing of children. With a commitment to flexibility, the position offers generous annual leave and hybrid working options.

Benefits

36 days annual leave

Flexible benefits package

Healthcare Plan

Free life insurance

Learning and development opportunities

Qualifications

• Experience in a Software-as-a-Service (SAAS) business.
• High computer literacy, particularly with Microsoft Office and CRM/LMS.
• Empathy and professionalism in customer support.

Responsibilities

• Assist customers with account setup and navigation.
• Manage subscription renewals and provide timely support.
• Utilize CRM/LMS to track user needs.

Skills

Customer service

Relationship building

Organizational skills

Problem-solving

Time management

Attention to detail

Tools

Microsoft Office

CRM systems

LMS systems

Job description

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Thrive helps teaching staff support the emotional wellbeing of children and young people, empowering them to feel safe, supported, and ready to learn. With over 50,000 trained staff across 2,600 schools and settings, Thrive has already impacted the lives of 600,000 children and young people. Our ambition is to reach 1.5 million students, improving outcomes in attendance, behaviour, and attainment through training, online assessments, and expert strategies.

We are part of the Supporting Education Group, a rapidly growing collective of companies focused on enhancing education and providing meaningful opportunities for our employees.

About the Role:
As a Customer Care Coordinator, you will be a vital part of our team, delivering outstanding support and customer service to members of Thrive-Online, which is our online assessment and screening tool. You will be responsible for guiding new customers through the onboarding process, facilitating their Thrive-Online subscriptions, and managing renewals for existing customers.

Key responsibilities include:

• Assisting customers with account setup, navigation, and administration in Thrive-Online.
• Handling phone calls and emails, providing timely support to address customer queries.
• Managing the subscription renewal process and ensuring high customer retention.
• Using our CRM/LMS systems to track and support user needs.

Your work will directly contribute to improving the emotional wellbeing and educational outcomes of children and young people. At Thrive, we offer opportunities for personal and professional growth within a company dedicated to making a difference.

About You:

We are looking for someone with:

• Superb customer service and relationship-building skills, with experience supporting customers in a Software-as-a-Service (SAAS) business.
• High computer literacy, particularly with Microsoft Office and Excel, and CRM or LMS systems.
• Strong organisational, administrative, and time-management abilities.
• A keen eye for detail and accuracy.
• The ability to work independently and as part of a team, juggling multiple tasks and adapting to varied responsibilities.
• Empathy and professionalism when supporting members and colleagues.
• A proactive approach to problem-solving and a desire to improve processes and customer outcomes.

As an equal opportunities' employer, we celebrate diversity and flexibility, and we are committed to creating an inclusive environment for our incredible team.

We offer:

Generous annual leave allowance of 36 days (28+8 bank holidays) +1 for every year of service (up to a maximum of 5).

Hybrid working, based from either our Bloomsbury, London, or Exeter, Devon offices.

Flexible benefits package including Healthcare Scheme and ability to purchase additional Annual Leave.

We pay for a Healthcare Plan once you've passed probation, which includes access to a private GP.

From day 1, free life insurance covering up to x4 your salary.

We'll both add money into your pension pot after 3 months.

Get 25% off online learning resources for year 1 to GCSE with EdPlace.

Choose what flexible benefits you want after you've passed probation - this could be buying extra holiday, dental, topping up your healthcare plan, bikes, gym membership, electric cars and give as you earn.

• Excellent learning and development opportunities.