Customer Service Advisor

Overview: 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.
The primary objective of the 1st Line Service Desk Analyst is to provide a single point of contact between the services being provided and the users. Typically this will involve taking phone calls, handling e-mails and web queries whilst providing first class customer service to our customers in the education industry.
This role would suit individuals who have worked in Service, Hospitality or Retail based roles who are used to troubleshooting and general customer services. The ideal candidate would have excellent communication skills either face to face or over the phone.
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:

• Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
• 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!

The ParentPay Group is an equal opportunities employer and is committed to promoting equality, valuing diversity and working inclusively.
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