Customer Service Advisor - 12 months FTC

TN United Kingdom; Coventry; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Advisor for a 12-month maternity cover. In this role, you'll be the first point of contact for customers facing software-related issues, providing exceptional support through phone, email, and web chat. Your analytical skills and excellent communication will be vital in resolving inquiries and enhancing customer satisfaction. Join a dynamic team that values service excellence and offers opportunities for professional growth in a collaborative environment.

Qualifications

• Strong communication skills for effective customer service.
• Ability to manage and escalate issues efficiently.

Responsibilities

• Provide 1st Line Support to all customers via various channels.
• Record support requests accurately on Zendesk for tracking.

Skills

Analytical approach to problem solving

Excellent verbal and written communication skills

Ability to explain technical issues to non-technical customers

Self-motivated with responsibility for tasks and deadlines

Ability to work under pressure and prioritize effectively

Experience in mobile device management

Tools

Zendesk

Job description

Social network you want to login/join with:

Customer Service Advisor - 12 months FTC, Coventry

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Client:

ParentPay Group

Location:

Coventry, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

d2bdd1d1475f

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

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Job Description:

Description

As a Service Desk Analyst, you will be the first point of contact for all customers regarding software related issues. Requests will come through to the service desk via phone, email, and web chat, so it is important that you possess excellent written and oral communication skills and can deliver high levels of customer service at all times.
All enquiries must be logged into the Zendesk application to ensure effective tracking and management of tickets. You will provide first-line support and work within agreed SLA's.
You will also be responsible for the timely escalation of issues and keeping customers informed of progress and resolution.
You will identify opportunities to improve the service and ensure the company is represented professionally, courteously, and helpfully.

This is a 12-month maternity cover contract.

Key Responsibilities

• Provide 1st Line Support to all customers (both internal and external) via telephone, email, and webchat
• Record support requests accurately on Zendesk for effective tracking
• Escalate issues requiring further investigation to the Group Leader with clear documentation
• Collaborate with departments to resolve incidents and communicate with customers
• Increase first-time fix rates through information sharing and documentation
• Keep customers updated on the progress of their logged issues
• Build positive relationships to create a good customer experience
• Stay updated on software developments and address knowledge gaps
• Attend relevant training courses
• Follow standard processes and implement changes as needed

Skills, Knowledge, and Expertise

• Analytical approach to problem solving
• Excellent verbal and written communication skills
• Ability to explain technical issues to non-technical customers
• Self-motivated with responsibility for tasks and deadlines
• Ability to work under pressure and prioritize effectively
• Experience in mobile device management (advantageous)
• Effective communication at all levels

ParentPay Group encompasses eleven brands in EdTech, helping schools manage payments, engagement, and data securely, creating more time for learning.