Customer Support Specialist

JH Recruitment & Consultancy; Leeds; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

JH Recruitment & Consultancy is assisting an Education Technology company in Leeds to hire a Customer Success Analyst on a full-time, permanent basis. The role focuses on delivering excellent support to schools across the UK, primarily through phone and email, with a friendly, proactive approach.

You will own customer queries from start to finish, coordinating with the wider Support teams and ensuring timely resolutions while maintaining detailed records in our CRM.

Qualifications

• Experience in customer-facing roles (customer success, service desk or similar).
• Strong communication and relationship-building skills with schools or education customers preferred.

Responsibilities

• Provide high-level customer service and support to schools.
• Handle customer queries via telephone and email.
• Deliver services included in the advanced support package.
• Take ownership of queries and ensure resolution.
• Build positive, professional relationships with customers.
• Investigate issues and identify effective solutions.
• Collaborate with Customer Success and Support teams.
• Support the 2nd Line Support team during busy periods.
• Maintain accurate customer records and data.

Skills

Customer service

Phone & email support

Relationship building

Problem solving

Communication skills

Tools

CRM software

Email systems

Job description

We are delighted to be supporting an innovative and growing Education Technology company in their search for a Customer Success Analyst to join their team on a full-time, permanent basis.

This is a fantastic opportunity to join a forward-thinking business that provides technology and support services to schools across the UK. You’ll become part of a friendly and collaborative team, working closely with customers to ensure they receive the highest level of service and get the most from the company’s advanced support offering.

This is a fast-paced and varied role that would suit someone who genuinely enjoys helping customers, solving problems and building strong relationships. You’ll be supporting schools with a range of queries and additional services, primarily over the phone and via email, so excellent communication skills and a confident, approachable manner are essential.

Working as part of a small team, you’ll take ownership of customer queries from start to finish, ensuring issues are resolved efficiently and customers are kept informed throughout. You’ll also work closely with colleagues across the wider support function and may assist the 2nd Line Support team during particularly busy periods.

What you'll be doing:

• Providing a high level of customer service and support to schools
• Managing customer queries via telephone and email
• Delivering the additional services included within the advanced support package
• Taking ownership of queries and ensuring they are followed through to resolution
• Building positive and professional relationships with customers
• Investigating issues and identifying the most appropriate solution
• Working closely with colleagues across the Customer Success and Support teams
• Supporting the wider 2nd Line Support team when required
• Maintaining accurate customer information and records
• Managing a varied workload and prioritising queries in a busy environment

This would be a great opportunity for someone with experience within customer success, customer service, technical support, helpdesk or another customer-focused environment who is looking to join an innovative business where they can continue to develop their skills.

We’re also keen to hear from candidates looking to take their first step into an office-based career. You may have developed excellent customer service and communication skills within hospitality, retail or another busy customer-facing environment and now be looking for an opportunity to transfer those skills into a professional office setting.

Alternatively, you may have completed further or higher education and be looking to begin your career within a growing technology business.

What’s most important is that you’re a confident communicator, comfortable speaking with customers over the phone and via email, able to pick up new systems quickly and genuinely enjoy helping people and solving problems.

Monday – Friday

The role offers a great hybrid working arrangement, with 2 days per week in the office and 3 days working remotely.