Customer Support Representative

Faria Education Group; Loughborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A transport consultancy based in Loughborough is seeking a proactive Customer Services Team member. This role involves delivering exceptional support to parents and schools, managing real-time operational updates, and ensuring effective communication. The successful candidate will have strong customer service skills and the ability to remain calm under pressure. Benefits include performance bonuses, a health allowance, and professional development opportunities.

Benefits

Performance bonuses

Monthly Health & Wellness Allowance

Office lunch & team socials

Professional Development opportunities

Unlimited book budget

Pension and 25 days' holiday

Qualifications

• Previous experience in a customer service, operations, or transport support role is preferred.
• Excellent written and verbal communication skills.
• Comfortable using technology and able to learn new systems quickly.
• Calm and organized under pressure, managing multiple priorities.
• Reliable, punctual, and flexible with shifts.

Responsibilities

• Serve as the primary point of contact for parents and guardians.
• Deliver real-time operational support during live school bus operations.
• Monitor service performance and respond to delays.
• Accurately record customer interactions in internal systems.
• Collaborate with colleagues to resolve complex issues.

Skills

Customer service experience

Written and verbal communication

Problem-solving skills

Technology proficiency

Organizational skills

Job description

Overview

Vectare is looking for a proactive, empathetic, and customer‑focused individual to join our Customer Services Team based at our Loughborough Head Office. As a key member of the team, you'll play a vital role in delivering an outstanding experience to parents and schools who rely on our school bus services.

This is a fast-paced, varied role that combines reactive and proactive communication, ensuring every customer receives timely, accurate, and friendly support via phone and email. You'll be a central point of contact during live service hours, helping to manage real-time operational updates, resolve issues efficiently, and keep parents informed and reassured.

You'll work closely with a collaborative and supportive team, managed by our Operations Lead, and contribute directly to the smooth running of our nationwide school transport network. Typical shifts are 07:00 - 15:00 and 11:00 - 19:00, providing cover during key school travel times.

Key Responsibilities

• Serve as the primary point of contact for parents and guardians utilizing our school transportation services, offering professional support via phone and email
• Deliver real-time operational support during live school bus operations, ensuring clear and timely communication between parents, drivers, and schools
• Monitor service performance, respond to delays or disruptions, and keep customers proactively updated
• Accurately record customer interactions, queries, and resolutions within Vectare's internal systems
• Collaborate with colleagues across the Operations and Technology teams to resolve complex or recurring issues
• Identify opportunities to improve processes and enhance the overall customer experience
• Uphold Vectare's high standards of professionalism, empathy, and attention to detail in every interaction

Requirements

Experience & Skills

• Previous experience in a customer service, operations, or transport support role is preferred
• Excellent written and verbal communication skills, with a confident, friendly, and professional manner
• Comfortable using technology, with the ability to learn new systems quickly
• Calm and organised under pressure, able to manage multiple priorities in a live operational environment
• A strong team player with solid problem-solving skills and a proactive, solutions-oriented approach

Personal Attributes

• Reliable, punctual, and flexible to work early and late shifts
• Empathetic and customer-centric, with a genuine desire to help others
• Trustworthy and able to handle confidential information with discretion
• Positive, adaptable, and eager to contribute to a growing, innovative company

All qualified applicants will be considered for employment without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or sex.

Please note: Only shortlisted candidates will be contacted due to a high volume of applicants.

Benefits

• Base salary is based on experience, and performance bonuses are based on KPIs
• Monthly Health & Wellness Allowance
• Office lunch & team socials
• Professional Development opportunities
• Unlimited book budget
• Additional benefits such as a pension and 25 days' holiday also apply

About Vectare

Vectare is an award-winning transport consultancy and technology company, providing creative solutions to enhance the transport provision of educational establishments, corporate clients, and the public sector. We're a young company, founded in 2016, which means we're innovative, agile, and a fun place to work. Our small team works to the highest standards, and we expect everyone to focus on delivering high-quality service and attention to detail. You'll work closely with our Senior Management Team, and you'll have much more access to and insight from these senior leaders than you would get in a larger business.

At Vectare, we strongly believe in valuing our staff, both as individuals and for the contributions they can make to all levels of the business. This means that we'll treat you with respect, and we'll expect you to extend that same respect to everybody you work with, at all levels of the business.

Feedback is an essential part of our culture, and as such, we need you to feel confident about sharing your opinions with senior management. This is crucial for our business growth.

We work closely with over 200+ independent schools around the United Kingdom, and we are seeking growth in both the domestic and International Markets.