AddressLocation: Talbot Green (3 days in the office, 2 days from home)
Reporting to:Customer Service Team Leader
Our Vision
We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.
The company
The Safeguarding Company is a rapidly expanding, award-winning safeguarding company based in Talbot Green. We are the winners of the Queen’s Award for Enterprise and the proud creators of an online safeguarding product called MyConcern, which is currently supplied into the education sector (nursery, primary, secondary and colleges), charities and sporting organisations across the UK. Technology and data analysis underpin the safeguarding service we provide to our customers, who are on the front line in protecting vulnerable children and adults.
We have grown rapidly over the last 7 years and this growth rate is expected to continue, so we are looking for a someone to join our world class Customer Service team, who has great communication skills and a passion for customers.
Basic scope and primary objectives:
As part of the Customer Success team, you will work within the company’s customer facing team, providing our clients with exceptional Customer Service, and upholding the company’s reputation for outstanding service. Working primarily in the education sector, you will have responsibility for providing guidance to customers regarding our market leading safeguarding product, MyConcern, and also other recently released products in the safeguarding field.
This is an exciting and very rewarding opportunity in our small, friendly and professional frontline Customer Success team. Do you have a passion for customers? No one day will be the same, you could be supporting a Headteacher one day and talking to a Premier League Football Club the next, helping them with any product queries they may have.
The role involves communicating with customers on a day by day basis, supporting requests by telephone, email and web chat. A positive outlook and a desire to help customers are key. We highly value the relationships we build with our customers and other team members, so being able to fit in and get along with people is important too.
You will work between 9-5pm, Monday to Friday.
We currently offer hybrid working, so you will need a quiet place to work at home and a good broadband connection. (This may change in line with government guidelines).
Key role responsibilities:
- Responding to support requests by telephone, email and webchat
- Mostly deal with inbound queries, but make outbound contacts as necessary in support of a speedy customer resolution
- Liaising with customers, ensuring quality standards are being met and exceeded
- Recording clear and accurate information on our internal systems
- Taking full ownership of customers queries
- Interacting with other key departments within the business in order to get the best outcome for the customer
- Manage customer expectations whilst taking responsibility to ensure outstanding actions are completed as promised.
- You enjoy interacting and helping customers (essential)
- Contact centre experience would be an advantage
- Ability to communicate effectively with customers
- Effective questioning and listening skills
- Ability to work closely with colleagues for the benefit of the customer relationship
- Ability to work on own initiative
- Must have excellent verbal and written skills
- Good organizational and interpersonal skills
- Computer literate, with experience of learning new software products an advantage, but not essential
We work together
We share a common goal to deliver our Tes Vision, working together in a transparent and open way, to solve problems rather than to apportion blame
We include everyone
We believe in the diversity of people, ideas and cultures, providing everyone with the opportunity to contribute and grow, and to make our business better
We take ownership
We all have a vital role to deliver our vision and a responsibility to make the biggest difference possible to our customers and to Tes
We never stand still
In everything we do, we work to improve our products and services, and to deliver on both our individual and our common goals
We do it for them
We’re committed to providing schools and teachers with the tools they need to improve children’s lives through education
Contact details
https://www.tes.com/jobs/employer/tes-global-1055288
careers@tesglobal.com
