User Support Co-ordinator, Newton Abbot, £20 – 25k

Do you have a genuine passion for Customer Service and Front Line Support? We are currently recruiting for a User Support Co-ordinator within a Member Services Team, for our client in Newton Abbot, Devon. Our client are a provide training to help people support the mental health and well-being of children and young people. 

This is a permanent role, working a hybrid, with 1 day in the office and 4 days from home and there will be intermittent travel to their office for meetings, therefore the successful mustcandidate  live within a reasonable travelling distance to Newton Abbot.  Working hours 9am – 5.30pm, Monday to Friday. This is a dynamic, high growth business whose core values are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun. 

The key purpose of this role is to provide first class technical customer service to a non-technical audience to support our growing number of users.  This is a fully customer facing role providing support via telephone and email. This team is dedicated to providing exceptional user support to their bespoke program, as facilitating the subscriptions for the program’s usage. It is a varied role working closely with the other operational teams to ensure a smooth customer journey from start to finish.  This is not a technical support role, but you will need to be tech savvy, and feel comfortable with technology, for example the basics like being familiar with internet browsers, clearing cookies/cache, password resets, etc.  More technical issues can be passed on to thier IT team for further investigation before reporting back to the customer.

The successful applicant will have a very strong customer service background and be able to demonstrate the first-class service they are able to offer their customers in both positive conversations as well as difficult ones. We are looking for someone who is empathetic, able to foster good relationships with colleagues/customers, confident in their abilities, innovative and creative in their approach to problem-solving. Experience in a membership-based organisation would be highly advantageors, someone who is familiar with taking about annual costs, and work associated with annual subscriptions.

This is varied role and duties will include:

Providing user support for for their online assessment and screening tool
Document, track and monitor problems to ensure a full and timely resolution
Identify and resolve software issues, escalating to 2nd/3rd line support where necessary
Help to identify patterns in caller queries and initiating resolution process of these
Carry out data processing/database administration as required
Undertaking the software subscription renewal process, including invoicing
Liaising with customers regarding new annual software subscriptions
Assisting in the testing of bug fixes, system enhancements and upgrades
Enhance the user experience by constantly reviewing processes and queries
Follow all company policies, procedures and GDPR to ensure the security and integrity of company databases and software applications
Assist in maintaining accuracy and integrity of all membership data files
Remain informed on software updates, upgrades and additional services
Contributing to team and process development
Providing administrative support to all other teams on an ad-hoc basis

Person requirements:-

• Ability to build and develop strong and nurturing relationships with all team members and clients
• Ability to be respectful and inclusive of others
• Demonstrate an optimistic outlook
• Ability to work on own initiative as well as part of a team
• Ability to multi-task
• Proactive thought process / problem solving skills

Essential skills, knowledge and experience:-

• First class customer service skills and an excellent telephone manner
• Excellent communication skills with the ability to build rapport, demonstrate listening skills and display empathy whilst dealing with customers
• Ability to convey technical information to a non-technical audience
• Commercial awareness and experience in a customer service environment
• Awareness of GDPR, data protection and information security principles in a sensitive support environment
• Ability to use multiple databases and systems
• Ability to follow company processes accurately and diligently
• Attention to detail and a high level of accuracy
• Good all-round administration and data entry skills

Desirable skills, knowledge and experience

• Experience in a training or education environment
• Experience working within a member based organisation
• Educated to degree level

Comany benefits:

25 days holiday plus bank hols
Free onsite parking
Discretionary annual pay review
Discretionary annual bonus
Fun fund for company events

Employment will be subject to a satisfactory outcome of a check by the DBS. 

If you are interested in the above role please click apply