Customer Support Assistant

Sanctuary Supported Living; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A community support organization is seeking a Customer Support Assistant to provide exceptional service in Leicester City Centre. The role involves managing customer inquiries, handling escalations, and ensuring effective communication. Candidates should have experience in customer service within a digital environment, excellent communication skills, and a background in applications and IT systems. This position operates 24/7, with regular hours and additional on-call responsibilities. Join our team and contribute to enhancing customer experiences.

Benefits

On-call allowance

Time and a half for issue resolution

Responsibilities

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up-to-date on new products, services, and policies to ensure accurate assistance.
• Collect and report customer feedback to identify best practices.
• Engage with customers professionally, listening to concerns and offering solutions.
• Perform initial fault finding and escalate issues as necessary.
• Manage systems administration tasks, including SSL certificates and server backups.
• Coordinate with third-party providers to maintain strong relationships.
• Assist with emergency and high-priority incidents.
• Support development teams with planning and structured support delivery.
• Undertake other support-related duties as requested.

Skills

Excellent written and oral communication skills

Ability to organise multiple customer contacts

Customer service experience in a digital environment

Ability to work on initiative and in a team

Background technical knowledge of applications and IT systems

E-commerce knowledge around Magento or similar

Customer support experience including ticketing systems

Job description

We're looking for a Customer Support Assistant to join our team onsite at our office in Leicester City Centre. Reporting to the Customer Support Team Leader, you'll play a key role in delivering exceptional customer service. You'll champion a customer‑first approach, handle escalations, and identify ways to enhance the support experience. You'll work a 37.5‑hour week, with normal working hours from 09:00 to 17:00 (including a 30‑minute lunch break). Weekly working patterns will be arranged when you join the business. The department operates a 24‑hour on‑call system, and you'll be part of this to ensure year‑round coverage. Employees on the scheme are entitled to an on‑call allowance and time and a half for any issue resolution. As a Customer Support Assistant at Cloudfy, you will:

Responsibilities

• Answer incoming customer inquiries and provide timely, professional support.
• Stay up-to-date on new products, services, and policies to ensure accurate and effective assistance.
• Collect and report customer feedback to help identify best practices and areas for improvement.
• Engage with customers in a friendly and professional manner, actively listening to their concerns and offering solutions in line with company policies.
• Perform initial fault finding and escalating issues to second‑line support when necessary.
• Manage systems administration tasks, including SSL certificates, server backups, and system cleaning.
• Coordinate with third‑party providers to address issues, mitigate risks, and maintain strong working relationships.
• Assist with emergency and high‑priority incidents as part of the escalation process.
• Support local and offshore development teams with capacity planning and structured support delivery.
• Undertake other support‑related duties as requested.

Qualifications

• Excellent written and oral communication skills.
• Ability to organise multiple simultaneous customer contacts, often to tight deadlines.
• Previous customer service experience in a digital/online environment is essential.
• Ability to work on your initiative and as part of a team.
• Background technical knowledge around applications and business IT systems.
• E‑commerce knowledge around Magento, Big Commerce or similar.
• Customer support experience, including support ticketing systems.