Customer Support Analyst - option for term time working

Lincoln, Lincolnshire
£17,000-£18,000 based on experience (pro-rated if working term time)
23 May 2019
23 Jun 2019
Contract Type

Customer Support Analyst | ScholarPack Lincoln | £17,000 - £18,000 | full-time flex, permanent (or option for term time working)

Would you like to work in a team where your contribution is valued, with a group who are passionate about delivering the best product for schools and the coffee (or tea) flows freely throughout the day?

Our growth is driven by referrals and our customer retention rate is close to 100%, but we're not about to get complacent. We pioneered moving school management to the cloud and continue to innovate with new technologies and new features. Now we are looking for a Customer Support Analyst to join our talented team to continue supporting our schools as we grow.

The role

We are looking for 2 people to become part of ScholarPack’s fast growing and successful customer support team, you’ll work with the rest of the team to deliver exceptional service.

Day to day you will respond to customer queries and provide exceptional quality resolution of issues via phone, chat and email. You will deliver timely and accurate responses to all customer queries and requests, always finding opportunities to exceed expectations and go the extra mile in every interaction.

Key responsibilities also include:

  • Displaying a professional, positive and enthusiastic demeanour to employees and customers
  • Maintaining security and confidentiality of Scholarpack’s systems in line with industry best practice and legislative requirements
  • Escalating issues beyond the scope of the role; following up with customers accordingly, and writing up detailed documentation throughout
  • Other duties as required, such as Software testing

The person

You will have a friendly nature with an adaptable ‘can do’ attitude. You will be a motivated team player with strong time management and prioritisation skills.

You will also have:

  • Excellent written and verbal communication skills
  • Excellent relationship building skills
  • Strong computer skills
  • The ability to be comfortable with change
  • Excellent attention to detail

Previous experience in a contact centre would be highly beneficial

Location: Lincoln

Job type: full-time flex, permanent (or option for term time working)

Salary: £17,000-£18,000 based on experience (pro-rated if working term time) 

The company:

ScholarPack  is part of The Key, and was founded in 2011. We produce a cloud based Management Information System (MIS) for primary schools. We work with a variety of primary schools across the education sector, including Academies. In the last six years we’ve grown from a start up to an established company, now supplying over 1000 schools, who rely on us for mission critical services and support. We’re the fastest growing provider in our sector!

Why work for us?

We place a huge importance on caring for and developing our people. We ensure that all our people have a good work-life balance and have the training that they need to progress and succeed in their roles. Everyone is given time and support in attending relevant meetups and conferences as well as job specific learning.

We are a socially-conscious passionate company who love to celebrate our successes, and as such a fondness for pizza is essential! We also offer buy-one-get one free holiday - where you can buy extra holiday days for half the price, a Mac to work on, “PerkBox” suite of perks, tea/coffee and fruit each day, and a pension scheme.

How to apply

The deadline for applications is 6pm Sunday 2nd June 2019. 

For more information on the role please visit our careers page.

In your cover letter please explain why you think you would be right for this role, how your experience fits, and why you would like to work at ScholarPack.