Help Desk Support Advisor - Speech & Language Link

Supporting Education Group; Canterbury; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

28 days holiday + extra day per year (

Job summary

Speech & Language Link in Canterbury is seeking a friendly, organised Help Desk Support Advisor to be the first point of contact for schools using our online support packages. You will deliver excellent customer service, resolving queries and maximising product value.

You’ll handle calls, emails and voicemails from schools, providing professional, knowledgeable and friendly support while explaining features clearly to non-technical users.

Qualifications

• Excellent communication and customer service skills.
• Ability to explain complex information in a simple and approachable way.
• Strong organisational and multitasking skills.
• Good analytical and problem-solving abilities.
• Confidence using technology and online systems.
• High levels of accuracy and attention to detail.

Responsibilities

• Provide first-class support to UK and international schools and early years settings.
• Respond promptly to customer enquiries via phone, email and voicemail.
• Explain product features and processes clearly to non-technical users.
• Maintain accurate records of customer interactions and enquiries.
• Troubleshoot user issues and identify appropriate solutions.
• Develop and maintain a strong understanding of Speech & Language Link products and services.
• Work collaboratively with colleagues across the business to deliver an exceptional customer experience.
• Support with additional administrative and customer service tasks as required.

Skills

Communication

Customer service

Explain clearly

Organisational skills

Problem solving

Tech savvy

Job description

Join Speech & Language Link and help schools support children to thrive!

Speech & Language Link, part of the Schools and Education Group (SEG), is looking for a friendly, organised and customer-focused Help Desk Support Advisor to join our growing team in Canterbury.

This is a unique opportunity for someone with a background in education, SEND, teaching support or a school environment who enjoys helping people and explaining information clearly. While you'll be supporting users of our online platform, this is not an IT support role. Instead, you'll provide guidance and assistance to schools using our speech, language and communication support packages.

About Speech & Language Link:

Speech & Language Link is a leading provider of online speech, language and communication support tools for schools and educational settings.

We work with more than 4,000 schools and settings across the UK and internationally, supporting over 200,000 speech and language assessments every year. Our mission is simple: to ensure no child is held back in education or life because of speech, language or communication difficulties.

We're proud of our collaborative, supportive culture and our shared passion for improving outcomes for children and young people.

About the Role:

As a Help Desk Support Advisor, you'll be the first point of contact for schools using our online support packages. You'll deliver excellent customer service, helping users resolve queries and maximise the value of our products.

You'll spend much of your day responding to telephone calls, emails and voice messages from schools, providing professional, knowledgeable and friendly support.

Key Responsibilities:

• Provide first-class support to UK and international schools and early years settings.
• Respond promptly to customer enquiries via phone, email and voicemail.
• Explain product features and processes clearly and confidently to non-technical users.
• Maintain accurate records of customer interactions and enquiries.
• Troubleshoot user issues and identify appropriate solutions.
• Develop and maintain a strong understanding of Speech & Language Link products and services.
• Work collaboratively with colleagues across the business to deliver an exceptional customer experience.
• Support with additional administrative and customer service tasks as required.

About You:

We're particularly interested in hearing from candidates with experience in schools, SEND support, Teaching Assistant roles, HLTA positions, specialist education settings, speech and language services, or similar education-focused environments.

You’ll also bring:

• Excellent communication and customer service skills.
• The ability to explain complex information in a simple and approachable way.
• Strong organisational and multitasking skills.
• Good analytical and problem-solving abilities.
• Confidence using technology and online systems.
• High levels of accuracy and attention to detail.
• The ability to remain calm, professional and empathetic when handling challenging enquiries.
• A willingness to learn and quickly develop product knowledge.

Our Benefits:

• Whilst we work in a hybrid way, with collaboration being one of our values, we'd expect you to regularly be in our Holborn office, at least three days per week.
• 28 days holiday and get an extra day for each year you stay with us, up to max 33 days PLUS bank holidays
• Health Cash Plan, once you've passed probation, which includes access to a private GP
• From day 1, free life insurance covering up to x4 your salary
• We'll both add money into your pension pot after 3 months
• Choose what flexible benefits you want after you've passed probation - this could be buying extra holiday, dental, topping up your healthcare plan, bikes, gym membership, electric cars and give as you earn
• Learning and development opportunities
• Volunteer days - 3 paid volunteer days a year, with 2 dedicated to Education

By joining us, you will become part of a community that is dedicated to transforming lives and sustaining communities, where your voice is heard, your ideas are valued, and your individuality is celebrated. Together, we will continue to advance our passion for education and build brighter futures for all.

Employment offers are subject to satisfactory vetting checks. These checks will be run in line with the latest guidance and legislation. You will need to already have the right to work in the UK, as we are not able to offer any sponsorship(s) for visa applicants.