Customer Support Officer

1 month ago

Heywood, United Kingdom Social Care Network Solutions Limited Full time

**Do you want to be part of a team, which really makes a difference to the children's and adults’ care community in the UK and Ireland?**

Social Care Network Solutions Limited provides the unique, ground-breaking CHARMS, secure, online system to 80% of fostering and adoption agencies in the UK and Ireland.

We are currently looking to recruit a Customer Support Officer to join our Support team based in Heywood. The Support role, which provides first line support for CHARMS and works closely with the Account Managers, is a fantastic opportunity for someone seeking a long-term role within our company.

This opportunity is perfect for individuals who are looking to make a difference and be part of a team that supports social care service providers across the UK.

The person that we are looking for must be proactive, have excellent communication skills, great attention to detail, be highly motivated, enjoy learning new concepts and have the ability to multi task.

**Key Responsibilities**

Provide first line telephone support for CHARMS

Record all helpdesk calls taken in SCN’s call logging system

Monitor the resolution of calls and record outcomes in SCN’s call logging system

Assist in the creation of user guides and training manuals in consultation with the project leads

Liaise with customers

Liaise with project leads

Test new versions of all systems

**Essential Skills Required**

Experience of working in a customer focused environment

Excellent communication skills

IT Proficient

Ability to prioritise

High level of accuracy and attention to detail

Being willing to contribute to team efficiency

Proactive attitude, with the willingness to undertake any task that is required

This is a responsible, exciting, challenging, varied and very rewarding role, where you will have the opportunity to develop and gain exposure on a broad range of activities. This is an ideal opportunity for someone who is passionate about championing CHARMS. If you enjoy working in a busy, well established team then we would like to hear from you.

Job Duties:

- Answer incoming customer inquiries
- Stay up-to-date on new products, services, and policies
- Engage with customers in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- Other duties as requested

**Job Types**: Full-time, Permanent

**Salary**: £21,840.00 per year

**Benefits**:

- Casual dress
- Company pension
- Life insurance
- On-site parking
- Sick pay

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- Basic IT: 2 years (preferred)
- Customer focused: 2 years (preferred)

Work Location: In person

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