Part-time Customer Service Officer

You are ready to be scrappy, resourceful, admit when you do not know the answer, and go and find it. You want to shake the tree, rather than look for the lowest hanging fruit.

You want to work at F4S because you realised how school was so disconnected from the real world. You believe that there is a better way to make kids excited about their future and help them enjoy and fulfilling productive lives.

You believe that schools can use technology to change what they do from the inside-out. You have exciting ideas to bring to the table to help us see things differently and do better. I look forward to working with you.

About the Role

This is an exciting position for an ambitious and self-motivated individual who is looking to join a fast growing company that will provide opportunities for personal growth and development.

Role Description

Working closely with the team, the Customer Service Officer will be responsible for supporting both educators and business people to successfully complete classroom-based student-employer encounters in England. As the main point of contact for our customers, you will be expected to act with the utmost professionalism at all times.

The role will involve “in the moment” troubleshooting or liaising with both internal and external stakeholders to resolve any issues that can not be easily fixed by the users of our self-service platforms. It is essential that you are able to learn quickly and adapt your approach when required.

This role is flexible around other commitments (study, children etc), although you will be required to work 20 hours per week. There is a possibility that the role may occasionally involve a small amount of travel for off-site team meetings but this would be limited. There is a possibility to occasionally work remotely and to further shape the role once a successful probation period has been passed.

Day to day responsibilities

  • Resolving incoming customer issues and queries in a logical and methodical manner through multiple channels, emails, telephone calls and helpdesk tickets.
  • Manage queries and requests in a timely and orderly fashion keeping in line with company standards.
  • Diagnosing and resolving problems to the customer's satisfaction, and raising issues requiring further input by supporting teams.
  • Proactively reaching out to business leaders or educators to support in completion of an event.
  • Collation of evidence of customer feedback and suggestions for improvement to our offering to them.
  • Access all company social media sites to follow up on queries posted through these and respond to comments from our audiences.

What Founders4Schools offers you - Good salary and other benefits.

A happy and exciting working environment at Rocketspace (next to Angel tube station). Development opportunities and creative flexibility. Great offices with a pool table, sleeping room, theatre, and bank vault speakeasy. Perks and discounts for local restaurants and bars, health and wellness services, transportation, IT equipment and services and many more facilities.

A great team across Cambridge, London and regionally, with strong values and a warm and caring environment - somewhere you can look forward to working each day.

The opportunity to continue to learn and develop yourself, we strive to ensure all employees are developed in ways that are appropriate. You will receive on the job training and have the option to extend this further if you required.

Competencies and Experience

Essential

  • Experience working in a customer service role.
  • Must have a passion for excellent customer service and an interest in education.
  • Good communication skills and the confidence to pick up the phone and liaise with people who may be working under pressure and in a fast paced environment.
  • Perform under pressure and not feel overwhelmed.
  • Be able to take initiative and have the confidence to take ownership of a problem and manage it through to resolution.
  • Be organised! You will be required to work autonomously after your initial training period, you must be exceptionally organised and be able to break down tasks and prioritise your workload.
  • Self-motivated with a passion for improvement.
  • Exceptional understanding of the English Language required (including grammar, spelling and punctuation!).

Desirable

  • Tech-savvy
  • Background in teaching or coaching
  • Fluency in Google suites
  • Experience in social media marketing

Qualifications

As an absolute minimum, the right candidate must have qualifications in both GCSE English and Maths.

Educated to degree level or equivalent (or on your way to achieving) would be preferable although not necessarily required with the right experience.

Proof of all qualifications will be required. A minimum of two relevant references will be required from all candidates who are shortlisted.

  • More information about this role can be found here
  • Apply here