Customer Support Advisor

EDClass; Laughton-en-le-Morthen; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading education services provider in the United Kingdom seeks a Customer Support Advisor based in Laughton-en-le-Morthen. This role requires strong communication and analytical skills to manage customer queries and ensure positive relationships with clients. Applicants should have GCSEs in English and Maths, along with a flexible approach to work. The full-time position offers a salary of £27,000 and involves direct collaboration with schools and education stakeholders.

Qualifications

• Essential to have good time management skills.
• Demonstrate high levels of resilience and dependability in your work.
• Ability to build relationships rooted in mutual respect.

Responsibilities

• Be the first point of contact for schools, parents, and student enquiries.
• Collect and analyse feedback from schools and parents.
• Manage CRM and audit customer accounts.

Skills

Good time management skills

Excellent communication skills

Good problem-solving skills

Ability to use own initiative

High level of dependability

Good data analytical skills

Polite, professional manner

Negotiation skills

Decision making skills

Good team working skills

Education

English and Maths GCSE A*- C, 5 - 9 or equivalent

Safeguarding knowledge and understanding

Confident in using ICT for a range of purposes

Job description

Role

Customer Support Advisor

Reports To: Communications & Operations Manager

Job Summary

This job specification is a detailed description of the role, including all key business development responsibilities and requirements as part of continuous personal development.

EDClass is committed to safeguarding the welfare of children and young people. To be successful in this role, you must be eligible to receive a DBS check that is relevant to the post.

The Communications and Operations department helps to develop strong relationships with EDClass clients and customers. Representatives answer customer questions, help resolve problems and make suggestions regarding the purchase of additional products and services.

Responsibilities

• Work in partnership with the Communications & Operations Manager
• Be the first point of contact for schools, parents and student enquiries by phone and email
• Collect and analyse feedback from schools and parents
• CRM management
• Audit customer accounts
• Collaborate effectively with our teaching and learning team to meet the needs of our learners
• Capacity management analysis to ensure full service usage, value for money and upgrades when necessary
• Processing requests for data integration from schools MIS system via a secure third-party company (Wonde) and Wonde refreshes
• Carry out any other duties commensurate to the needs of the business, or as requested by your designated Line Manager or Senior Leadership Team

Skills, Knowledge and Experience Required for this Role

• Good time management skills
• Staff must have proper and professional regard for the ethos, policies and practices of the company, and maintain high standards in their own attendance and punctuality
• Building relationships rooted in mutual respect, and at all times observing proper boundaries appropriate to staff's positions
• Showing tolerance of and respect for the rights of others
• Not undermining fundamental British Values, including democracy, the rule of law, individual liberty and mutual respect, and tolerance of those with different faiths and beliefs
• Flexible approach to working
• Ability to use own initiative
• Good data analytical skills
• Good knowledge of the education & skills sector
• Excellent communication skills
• Good problem-solving skills
• High level of self-motivation
• Demonstrate high levels of resilience
• High level of dependability
• Good team working skills-ability to work and liaise with colleagues across all businesses
• Work is accurate with good attention to detail
• Polite, professional manner
• Negotiation skills
• Decision making skills
• Full knowledge of Microsoft suite

Qualifications Required for this Role

• English and Maths GCSE A*- C, 5 - 9 or equivalent - Essential
• Safeguarding knowledge and understanding - Essential
• Confident in using ICT for a range of purposes - Essential

Location and Employment Terms

This role is not remote and is based in our office in Dinnington, Sheffield. Within this role we are open to full time, part time and term time only applicants.

£27,000 full time role, 40 hours a week.

Please note that Job Specifications may be subject to change.