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Customer Service Advisor

4 months ago

Bedford, United Kingdom ParentPay Group Full time

**Full Time - 1st line service desk analyst**

ParentPay Group is the European EdTech market leader in MIS, cashless school payments, school meals management and communications software. Across our Group, we help more than 20,000 schools effectively manage their data, save administration time, and reduce costs whilst enabling millions of parents to communicate with their school, remaining engaged in their children’s education.

Full training and a clearly defined promotional plan is provided within this role which can open many avenues within the organisation.

**Ideally you need to be located within commutable distance to our Bedford Office, as you will typically be working on site 5 days per week**.

**Hours full time across 5 days working 37.5 hours a week.**

**We have a number of roles to be filled, it is an incredible exciting time to be joining our expanding office.**

**Key accountabilities**:

- Managing customer expectation with the use of active listening and telephony skills.
- Analysing Customer enquiries to determine correct prioritisation and classification.
- Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
- Using remote support tools to attempt to resolve queries at first contact.
- Routing newly created cases to the specific 2nd Line teams where required.
- Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
- Assisting 2nd Line teams with their workload where required

**Skills & Experience**:

- Computer literate and a confident user of Microsoft based programs
- Telephony experience in a Service Desk or Contact Centre environment
- Previous use of a Customer Relationship Management Software eg. Service Now would be ideal
- Previous work within a School and/or Educational Body would be ideal
- Experience of working in an ITIL compliant environment would be ideal
- An eagerness to learn and develop new skills
- Great communicator in spoken and written English at all levels with an excellent telephone manner
- Capable of asking clear and concise questions in order to ascertain the exact details of a customer query
- Ability to work well under pressure and demonstrate a solid logical approach to problem solving
- Conscientious and self-motivated

Take the next step in your career by joining our fun and dynamic group at the top of our game

**Benefits**:

- Casual dress
- Cycle to work scheme
- Flexitime
- On-site parking
- Referral programme

Schedule:

- 8 hour shift
- Monday to Friday

Work Location: One location