Customer Support Officer

The Key Support Services; Norwich; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

A socially conscious organization in Norwich is seeking a Customer Support Officer. This full-time hybrid role involves processing customer enquiries, onboarding new users, and providing excellent support. Candidates should have clear communication skills, attention to detail, and a passion for the education sector. The company offers generous benefits and a focus on employee development.

Benefits

Generous holiday allowance

Flexible hours

Enhanced maternity pay

Qualifications

• Ability to communicate clearly and patiently.
• Good attention to detail and valuing customers.
• Self-starter with time and task management skills.
• Capable of thriving in a team environment.
• Understanding of schools and the education sector.
• Competency in using multiple systems.

Responsibilities

• Process inbound enquiries via email and live chat.
• Serve information to customers about joining.
• Onboard and familiarize new users.
• Receive customer feedback and act on it.

Skills

Clear communication

Attention to detail

Time management

Team player

Understanding of education sector

System usage competency

Job description

Overview

Customer Support Officer | Norwich, Hybrid | Full-time

Would you like to work within a socially conscious organisation that is making a real impact in the education sector?

Company

GovernorHub is a cloud-based SaaS product helping to make the world of school governance easier and more effective. It’s used by over 100,000 school governors in over 15,000 schools across the country.

GovernorHub is part of The Key Group whose other products include The Key - the leading provider of support for schools and academy trusts and Arbor - the country’s fastest growing school MIS.

The role

We are looking for a Customer Support Officer to play a critical role providing support to end users and suppliers of GovernorHub. You will report to the Support Manager and be involved in a varied range of customer interactions and support functions to deliver excellent customer support to our members:

• Process inbound enquiries from customers via email and live chat. The enquiries will include but aren’t limited to: questions about our services, eligibility for membership, membership queries, basic technical queries, financial questions and assistance in finding content and training
• Serving enquiring customers the information they need to get excited about joining us
• Getting people started and familiar with way things work (onboarding, demos and admin)
• Receive Customer feedback, action it appropriately and champion across the business

Requirements

• Have an ability to communicate in a clear, friendly and patient way in both writing and when talking
• Have good attention to detail and a love of making customers feel valued
• Be a self starter and able to manage time and task lists
• Thrive by being part of a team
• Have an understanding of schools and the education sector and a passion for making a difference to the lives of our members
• Competency and confidence in using multiple systems at once

Nice to have

• Have experience working in a customer support role previously
• Have an understanding of school governance

If you don’t meet all of the above but have a genuine interest in joining our team please get in touch – we’d be very happy to chat.

Why work for us

We place huge importance on caring for and developing our people. If you join us you can expect a good work-life balance and the training and support you need to succeed in your role and continue to progress. We are a socially conscious company, but one that also likes to have fun. We offer a generous holiday allowance, flexible hours, buying and selling holiday, enhanced maternity pay and much more.

This is a full time role with Hybrid working. The proposed approach being 2 days based in our Norwich office and occasional travel to our London office.