Customer Engagement Advisor

Whats it all about….

Classroom Secrets is a fast-growing ed-tech business. We are creating an ever-expanding bank of resources for teachers aimed at the Primary age group. Established in 2013, we have quickly grown into a talented team of 50+ with over 10,000 differentiated resources across both our websites. Our vision is to be the most trusted educational resource provider for teachers, schools, parents, and tutors worldwide. Shortlisted for the Education Resource Awards (ERA) for the past two years, we are recognised as a reliable provider within the education community for our outstanding, quality resources that children enjoy and teachers can trust to promote progress and development in manageable, differentiated steps. We pride ourselves on being a hardworking, dedicated, and proactive team, which is reflected in our six company values: we are collaborative; we are innovative, we are passionate, we are reflective, we have integrity, and we continually develop. It is our mission to help our customers achieve a LIFE/work balance by providing outstanding differentiated resources and excellent customer support. We are incredibly passionate about helping teachers to reduce their workloads whilst ensuring children of all abilities in a class can access the same learning objectives: from the top performers to children who have yet to reach their full potential. Our aim is to inject fun back into the curriculum through innovative and jam-packed activities bursting with rich and exciting content, ensuring relation to the English national curriculum objectives. If you can't already tell, we absolutely love our jobs and working here, but we need you to join us!Job Description

This is a remote position.

Who we are looking for…..
We're looking for a Customer Engagement Advisor to help us transform our business and be the first point of contact for our amazing customers, but this is no 'normal' or textbook Customer Engagement role. We feel this role would suit three types of people:

• Someone who is looking to embark on a brand-new career, it may even be your first job. Having experience is not essential, what is important is a warm and friendly personality, an exceptional telephone manner and a willingness to learn and grow. You will receive excellent training and ongoing personal development opportunities to help you reach your true potential. If this is you, hit apply!
• Anyone who has been in a Customer Engagement/Service or Sales role previously. Maybe you have taken a career break, have redefined your life values and purpose or are looking for a culture change (just like our Customer Engagement & Business Development Manager did). If this is you, hit apply!
• Are you a Teaching Assistant, that loves the idea of helping children learn and grow but school life has left you feeling a little stressed and overwhelmed? We would love you to bring your amazing skills to work in a calm and supportive environment, whilst knowing you still can have an impact on both teachers and children's lives. If this is you, hit apply!

If you are looking for a personally rewarding role, the chance to make a genuine impact on the business and give something back to society and young people, this really is the role for you.

The role….
First and foremost, you will be the friendly and helpful first point of contact for all our customers and offer an exceptional world-class service that sets us apart from the competition.
The role is varied and will include assisting customers with their questions and solving any issues they may have encountered, reminding, and guiding existing customers through the renewals process as well as explaining and educating new customers on the benefits of our membership subscription plans.
You will receive full training on everything you need to know to be successful in this role, and work with a "Buddy" that will help you to integrate into the company.

What are you responsible for?

• Performing routine administrative tasks
• Dealing promptly and efficiently with telephone, email queries from schools and customers
• Actively assist and advise schools on using our service in the best possible way
• Contacting existing schools to remind and assist them through the renewal process
• Generating monthly renewal reporting and help analyse data to identify new business opportunities and leads
• Contacting new schools who have registered their interest in our annual subscription and explaining the benefits and assisting them through the purchase process
• Proactive sales prospecting
• Contacting new and existing schools to help them to get the most out of their subscriptions
• Updating our CRM (customer relationship management system) and other back-office systems on a daily basis
• Competitor awareness and analysis
• Revenue improvement and protection
• Assisting other members of the business when needed
• Other ad-hoc tasks and projects as required ensuring the smooth running of the business
• Performing routine administrative tasks

What will you get up to?

• Live and breathe the vision, mission and values of Classroom Secrets
• Take responsibility for your own professional and personal development.
• Actively assist and advise schools on using our service in the best possible way
• Identify potential new customers, research their needs and cold call to talk and offer a solution.
• Follow up on new leads that have previously been quoted to try and identify where on the sales journey the customer is and follow through until conclusion.
• Produce and sent out renewal estimates to existing customers,
• Make follow up calls to maximise the renewal conversion rates and revenue and assist them through the renewal process.
• Review existing customers to identify further opportunities to promote our services to other schools within the MAT/Federation or Group
• Keep abreast of competitors activity and update the competitor’s analysis document on a monthly basis
• Identify subscription misuse and try and upsell to a school subscription.
• Build a rapport and relationship with selected high revenue accounts and establish yourself as their go to person.
• Keep up to date on key issues within the industry that impact our customers and their buying trends.
• Answering tickets and customer queries
• Dealing with a range of school/customer queries
• Invoicing customers
• Providing quotes and pricing information to schools
• Setting up and administering new school subscriptions such as adding/removing users and providing advice
• Solving problems from individuals and schools, surrounding user experience, pricing, assigning teachers and school admin staff, general advice
• Create innovative and forward-thinking ideas to improve our service and offering.
• Administrative tasks such as email and letter correspondence to school finance/admin departments, dealing with Secretaries, School Business Managers or PA's
• Other ad-hoc tasks and projects as required ensuring the smooth running of the business.

What you’re good at…

• Understanding the various customers that we cater for and their problems, then communicating our solution
• Understanding that each customer's circumstances are different and being able to consider their wide range of needs
• Understanding how our products and services can change our customers lives for the better by considering every detail during customer contact
• Actively listening to our customers when they get in touch
• Calmly finding solutions and problem-solving
• Identify the best times and opportunities to contact school decision makers
• Identify new sales opportunities and channels to maximise profitability
• Recognising and taking opportunities to maximise your role, in addition to the duties listed on this job description, such as having an idea and sharing it with your team or manager or getting involved in projects and internal development opportunities
• Identifying your most productive time of day and utilise this to have success in your role
• Effectively managing your own workload and deadlines within the working week
• Liaising with other team members and managers to ensure swift turnaround of work within set deadlines

What kind of person do we need?
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• Understanding the various customers, we cater for, including their workload problem (from a business perspective) and communicating our solution.
• Understanding that each customers’ circumstances are different and considering a wider range of customers when communicating with them.
• Talking and listening to customers.
• Identify the best times and opportunities to contact school decision makers.
• Identify new sales opportunities and channels to maximise profitability.
• Planning, scheduling, and research.
• Comfortable working with data and identifying new opportunities.
• Recognising and taking opportunities to maximise your role in addition to the duties listed on this job description, such as having an idea outside of your working hours and sharing it with your team or manager.
• Identifying your most productive time of day and utilise this to have success in your role
• Understanding how our products and services can change our customers lives for the better by considering every detail during customer contact.
• Effectively managing your own workload and deadlines within the working week
• Liaising with other team members and managers to ensure swift turnaround of work within set deadlines.

What you get…

• You get to make a difference in your role: everyone here does – each role counts. Our vision is to be the most trusted educational resource provider for teachers, schools, parents and tutors worldwide
• A friendly, flexible and relaxed working environment where people are encouraged to help and support you in your role and we take pride in our family-feel atmosphere
• A challenging role you can make your own where no two days are the same
• The option to purchase up to 15 days extra annual leave (pro-rata for part-time)
• Regularly scheduled one-to-oneswith your line manager as well as opportunities to have one-to-ones with the Directors to share feedback and make suggestions
• Weekly Personal Development Hour to focus on something you want to learn – it’s up to you!
• 6 months supported probation period including full role-specific training, training on the company, the education and ed-tech industries and support for teachers transitioning from the school environment. We also help you to set achievable goals during your probation period so that you know you are making an impact from day one!
• Access to our Colleague Development Toolkit which offers tools like internal and external training, in-house mentoring, coaching from qualified coaches and extra personal development time (to name just a few!)
• Every colleague has a Personal Success Plan, developed alongside their manager, to identify and take action to achieve their career goals
• Access to Internal Development Opportunities where you can learn new skills in addition to, or to compliment your existing role
• Wellbeing at Work Program – we take well-being seriously and have a dedicated Wellbeing Committee working to provide tools to support colleague well-being aligned to 5 key pillars (and backed by research); Social, Mental Health, Physical, Learn and Environment.
• Flexible working opportunities aligned to both your personal needs and business requirements to make it easier for you to get your job done!
• The option to work completely remotely, in the office, or a hybrid working mix of both! Occasionally you may be required to attend the office, or meet colleagues in a co-working space but you would be provided plenty of notice.
• Regular Company Away Days

Job Types: Full-time, Permanent

Salary: £22,308.00 per year

Benefits:

• Additional leave
• Casual dress
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Work Location: Remote