Why does this role exist?

Our operation covers 60 schools (and growing), 200+ incredible part-time Community Connectors (the amazing people who open and close our schools) and thousands of events annually.

The Customer Support Team are responsible for working directly with our customers - those who book the spaces. These are an amazing collection of community groups, from karate clubs to language schools. You will provide support to a key group of customers who require additional support through a mixture of email and phone support, as well as some project work around customer communication.

What will you be accountable for?

• Your accounts will be a combination of two types of customers - ‘Priority’ and ‘Stabilise’.
• ‘Priority’ customers will remain as part of your portfolio - these customers are of high value, high booking volume or require additional support (i.e. if they have a complex booking). For ‘Priority’ customers you will:
  • Manage or oversee all aspects of their customer experience, including but not limited to, managing all communications with the customer regarding their bookings, invoices and any changes that may need to be made as well as conducting proactive communication throughout the school year
  • Grow these accounts through managing their pricing and building strong relationships allowing you to identify opportunities and making School Space their partner of choice
  • Keep customer bookings up to date on our in-house tech platform including processing amendment and cancellation requests and creating the resulting invoice change requests
  • Effectively communicating out terms and conditions and processes to customers for a positive experience
  • Encouraging customers to use our online booking platform
  • You will work closely with our operations team and finance team to resolve any issues efficiently and effectively
• ‘Stabilise’ customers will be temporarily part of your portfolio as issues arise, and for ‘stabilise’ customers you will be responsible for:
  • Conducting or overseeing customer communications until the issue has been fully resolved and signed off by our Customer Success Manager
  • Working with the rest of the team to drive through resolutions to issues, taking ownership for championing the customer through this process
  • Minimising lost income due to the challenges they are facing through swift resolution
• For both customer types this will involve understanding, prioritising and escalating our customers' feedback and requests to the rest of the team (sales, product development and operations)
• Across the board you will have a commercial target to drive growth in your accounts and ensure that upsell opportunities are taken where possible to increase booking value
• Project work will also be encouraged to implement improvements to our customer experience for your accounts and all School Space customers, alongside our Customer Success Manager

What will help you succeed in this role?

• 2 Years experience in customer service (preferably including some account management experience)
• An absolute love of customer service, and a drive to solve a customer’s problems and delight them in the process
• Excellent written and verbal communication skills
• Experience in having difficult conversations and resolving customer complaints
• Excellent time management and organisational skills
• An ability to empathise with people’s problems, build rapport and leave them satisfied with the solution
• Resilience - the ability to deal with and thrive on people coming to you with things that are going wrong!
• Strong attention to detail and ability to complete repetitive tasks without losing focus
• Curiosity - you should love investigating awkward problems, getting to the root cause and fixing them
• The ability and desire to work in a fast-paced, challenging environment with peers who challenge you to constantly improve

School Space Safeguarding Statement:

School Space believes that no child or vulnerable person should ever have to experience abuse of any kind. School Space is committed to the safeguarding of children and recognises that as an organisation we have a responsibility to ensure all our staff members are trained and supported to recognise safeguarding concerns and that we promote safeguarding best practice. We aim to foster an understanding in each of our team members of their safeguarding responsibilities, whilst putting in place procedures to support everyone who uses a school space to safeguard children's wellbeing and protect them from harm.

If you have any questions about the role you are also welcome to contact us on team@school-space.org.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.