Customer Support Officer

Do you love giving great Customer Service? Do you strive to help people and find the right solutions, first time round? Do you want to be part of a supportive, fun team?

Then keep on reading because our Customer Support Officer role may be the job for you!

‘Fusing HR Services and software’ – we are Fusion Education People Solutions

Salary & Benefits

• Salary starting at £21,000 (rising by £1000 every year up to £24,000)
• 24 days annual leave (plus 8 days Bank Hols)
• Your birthday off
• BUPA Healthcare Cashback plan – following successful completion of probation
• Pension Scheme
• Ongoing professional development opportunities – we can offer supported study and potential funding for external qualifications
• A cracking team to work with!
• Flexible working – can offer part time or term time hours to suit you and your family

Who are FEPS?

Fusion Education People Solutions 

Our clients tell us that ‘we just get it’. We’re quite unconventional compared with traditional HR service providers; we exist to help our customers to drive impactful school improvement through a range of intervention tools and techniques. Our people advice and people software are outcome and results driven - we always put children’s education and futures at the heart of our solutions.

Our team have a vast depth of knowledge in school business management and education HR. That’s our pedigree… In fact, our Managing Director worked as a School Business Manager/ Consultant for 7 years before setting up Fusion HR in 2011.

We’ve been around for a while, and now support over 1000 schools and 100 MATs, we have fused both our services and software products under one group name (FEPS) – Fusion Education People Solutions – providing the full wrap around, end to end solution for all schools and trusts.

This role is based at our fab Head Office at Calder Grove, Wakefield. We’re also super family-friendly and can offer part time or term time arrangements!

We are growing FAST – Be a part of our journey!

So, what’s the role?

We’re looking for Customer Support Officers who will be able to confidently provide an excellent level of customer service by being the first line of support for clients who have purchased our software products and need support or have queries.

Some of the main responsibilities of our Customer Support Officers are:

• Being the first point of contact for any product queries our customers have (you’ll be fully trained so you’ll know what you’re talking about!)
• Log all helpdesk interactions and keep clients informed at all times on the progress
• Log any bugs or issues on DevOpps and escalate these to the relevant department as required
• Database management of the CRM, monitoring and maintain systems
• Supporting our onboarding team with the set-up and integration of all products as and when required.
• Analysing issues to spot any common trends and potential underlying problems.
• Collating and formatting data into bulk import templates in preparation for upload to our software.

You’ll receive comprehensive training of our products and services so you’ll be fully ‘in the know’ which will help you to be the customer service superstar!

What makes you the ideal candidate for us?

We feel really lucky to work here; we’re part of a super supportive team with a great working environment and can offer flexible hours and options to fit around any family commitments you might have. Because of this, we have a very happy and long standing team who are genuinely passionate about the job they do.

We’ll be looking for someone who shares our strong values and belief in our purpose ‘to create better futures for our children through innovative people solutions’.

Other skills which are really important to us are:

• Previous experience in a customer focussed environment
• The ability to work as part of a busy and fast paced team
• Excellent attention to detail and a super duper multi-tasker
• A great telephone manner with a real commitment to outstanding customer service and resolution. You’ll get a real buzz for genuinely wanting to help our customers.

If this sounds the the role for you, and you want to be a part of a team who wants to shape the future of education through innovative solutions and services (and have loads of fun along the way) then we can’t wait to hear from you!

For more information or for any queries, please contact ashleigh.morgan@feps.co.uk.