Service Engagement Officer

6 months ago

Belfast, United Kingdom Ineqe Safeguarding Group Full time

**INEQE Safeguarding Group is the largest independent Safeguarding Company in the UK and Ireland. Specialising in safeguarding children and vulnerable adults in the context of their lives, access to technology and use of social media.**

**We are at an exciting moment in the story of our growing company; with ambitious targets for our business, we are now seeking to hire a Service Engagement and IT Support Officer on a fixed term or permanent contract.**

Embedded into our Service Engagement Team you will be responsible for delivering outstanding customer service, which includes technically refining and further shaping and delivering our service level help desk, listening posts and customer journey pipelines.

**Responsibilities will include (but not limited to)**:

- Assist the expansion and executing our customer onboarding journey.
- Proactively engage customers to foster deeper relationships, providing a context for resourcing and upselling to support the needs of our service users.
- Troubleshoot and effectively escalate (when necessary) technical support queries to our development team for resolution.
- Daily maintenance of our CRM, portals / intranet, and spreadsheets.
- Ensure all engagement with customers is logged and appropriate data is retained in adherence to policies and standard operating practices.
- Compliance with all relevant legislation and policies relating to data protection, data security and confidentiality of information.
- The creation, editing and maintenance of help desk support articles.
- The effective prioritisation and organisation of work.
- The building and maintenance of new and existing customer pipelines and effective service listening posts.
- Testing and providing feedback of new and existing products and services.
- Maintain digital filing systems and performance of all general administrative tasks as appropriate.
- Creation and delivery of new and existing product presentations, demonstrations, and support webinars, online and face to face.
- Effective use and deployment of customer satisfaction and feedback measurement tools.
- Technically supporting the creation of new and existing service engagement outlets. For example: webinars, virtual launches, podcasting, and live event streaming.
- Carry out any other duties required by the Head of Service and Safer Schools and / or the Directors.

**Essential Criteria Requirements**
- Strong written and verbal communication skills.
- A minimum of two years relevant experience.
- Service help desk experience.
- Must be able to work and thrive in a fast-paced environment.
- The ability to troubleshoot technical issues on mobile and web-based platforms.
- A critical thinker and problem solver.
- Self-motivated and eager to learn.
- Ability to adapt quickly to changing priorities and service needs.
- Experience in building and maintaining effective professional relationships with customers.
- A high attention to detail.
- You care about making people safer.
- Excellent computer skills (The company primarily uses Mac hardware and the Microsoft 365 suite).

**Desirable Requirements**
- Third Level qualification in any discipline.
- Experience of delivering tech and / or educational product demonstrations.
- Working knowledge of CRM and task management systems. HubSpot and / or Trello would be advantageous.
- Experience in providing Level 2 IT Support.
- Safeguarding experience in a paid or voluntary capacity e.g., in a charity, education or youthwork environment.

**Place of work**:Ineqe Safeguarding Group, Ocean House, Edgewater Road Belfast, BT3 9JQ. Applicants should note that this is an office-based role.

**Hours of Work**:8 hours per day (a working day is 9.00am-5.00pm or other mutual arrangement. There will also be, on occasion, some additional hours including post 5pm and weekend duties as required).

**Benefits**:The following benefits are enjoyed by our permanent team members:

- Company pension scheme.
- Private health insurance (partners and children can join).
- Cycle to work scheme.
- A flexible approach to the working day.
- Travel insurance (for staff required to travel for work).
- Discretionary productivity bonus scheme.
- Supplied with a range of equipment relevant to your role.
- Life insurance for key staff.
- Paid volunteering leave to work with a relevant charity.
- Endless supply of tea, coffee, and soft drinks.
- On-site parking.

**Safeguarding Commitment**

INEQE Safeguarding Group are committed to ensuring that all children and young people are protected from harm and exploitation and can thieve and grow. This is especially so for children and young people who come into contact with our business.

Our culture is built upon a Safeguarding First approach in everything we do. As such, the company has a zero-tolerance approach to child abuse.

Our commitment extends to all staff, whether full or part-time and all associates, with whom the company engage from time to time.

Safeguarding is everyone’s resp

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