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Customer Service Coordinator

4 months ago

Exeter, United Kingdom South West Grid for Learning Trust Full time

**Title: Customer Service Coordinator**

**Reporting to: Head of Customer Services**

**Location: Exeter**

**Salary: £20,049 pro rota plus 6% Cost of Living Payment**

**Background**:
The South West Grid for Learning Trust provides schools and other establishments, primarily across the 15 Local Authorities in the South West, with safe, secure and reliable connectivity and services, learning technologies to improve outcomes, and the toolkit for being safer online. As a not-for-profit Charitable Trust, primarily working on behalf of schools, we aim to provide the best possible range of quality services to help schools, and other establishments, to use technology to both impact positively on teaching and learning as well as their online safety.

The Customer Service Advisor will join a small dedicated team to further enhance the quality of engagement that we have with our customers. They will be a natural communicator, well organised and driven. A passion for customer service and attention to detail, they will be articulate, confident and professional in their communications, ensuring we create and deliver a thoroughly professional and effective service.

**Key Purpose**:
To provide outstanding customer service for the South West Grid for Learning Trust; the Customer Service Coordinator position will focus mainly on the Customer Service areas below. Opportunities may exist for growing into other areas as well.

**Responsibilities**:
The Customer Service Coordinator will provide excellent quality, accurate and effective communications to our online safety customers. Friendly and excellent customer service skills, as well as a real desire to support our customers are essential.

We are looking for a problem solver and someone who is happy being part of a busy team, while not afraid of a challenge.
- Customer Service:_
- The primary focus of the role will be to support the Assisted Monitoring Service project which includes elements of safeguarding and safeguarding monitoring systems
- The role also includes monitoring and responding to online safety customers across a range of products and services. This will include a number of mailboxes monitored daily to resolve queries, and supporting customers with SWGfL products
- In addition, the role may involve assisting and supporting the UK Safer Internet Centre team
- Ensure that accurate information is maintained using Excel and CRM
- Owning engagement with the customer, ensuring all actions are completed, issues and concerns are followed up and that the customer experience is excellent
- Supporting product and service initiatives designed to enhance the customer experience, through a variety of means including account management and creation, product functionality guidance, user surveys, online or telephone sessions
- Experience in using CRM is desirable

**Job Types**: Full-time, Fixed term contract, Temp to perm
Contract length: 18 months

**Salary**: From £20,049.00 per year

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Flexitime
- Free flu jabs
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Store discount
- Wellness programme
- Work from home

Schedule:

- Flexitime
- Monday to Friday
- No weekends

Work Location: Hybrid remote in Exeter

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