[Hiring] Customer Support Officer @Futures For All

Role Description

The Customer Support Officer will work alongside the other Customer Support Officer and Customer Support Team Lead to provide 1st line support to our customers, dealing with general enquiries as well as quickly resolving queries, simple technical errors and general troubleshooting arising from using our services.

• Act as a first point of contact and triage for customers seeking support through email and phone.
• Act as a point of technical escalation for unresolved queries via the JIRA ticket system.
• Escalate general enquiries to the appropriate team members & teams within the charity.
• Develop relations and work closely with colleagues across different teams.
• Support the Customer Support Team Lead to develop collateral and processes.
• Raise support tickets to enable tracking and resolution of customer issues.
• Investigate and resolve customer complaints & then close support tickets.
• Ensure customer SLAs (Service Level Agreements) are met or exceeded.
• Pass customer feedback onto the relevant teams for continuous improvement.
• Contribute to Customer Support Strategy to review customer enquiries and issues.
• Represent and work to our values, fostering a culture of positivity, support, respect, and inclusivity.
• Adhere to data compliance, standards, guidelines, and best practices.
• Ensure safeguarding best practice is enshrined in all organisational processes.

Qualifications

• Experience in a similar customer-focused and/or service desk-based role.
• Ability to work within a small fast-paced, multi-tasking environment.
• Basic knowledge and understanding of GDPR (General Data Protection Regulation).
• Experience of using Microsoft packages, including Outlook.
• Experience of using ticketing management systems.
• Excellent customer service skills with genuine empathy and calmness.
• Aptitude to research, learn new skills, and work with colleagues.
• Ability to communicate clearly and maintain relationships with multiple stakeholders.
• Excel at organising own workload and enjoy driving work forward independently.

Requirements

• Experience of using customer support software and ticketing systems such as Zendesk and JIRA.
• Experience of supporting young people, educators, and/or employers via charity programmes.
• Experience of using PowerBI and SalesForce (or other CRM systems).
• Experience of using Google Classrooms.

Benefits

• 25 days annual leave plus bank holidays.
• Morning of your birthday off.
• £500 a year professional development fund.
• Option to purchase additional annual leave yearly.
• 'Winter shutdown' gifted so no need to use annual leave between Christmas and New Year's Eve.
• Early bank holiday finish - we finish at 3:30pm on a Friday before all bank holidays.
• 22.2 hours of volunteering days to use each year.
• Home office set up support.
• Enhanced sick pay.
• Enhanced family friendly leave.
• Employee Assistance Programme.