Applications close: 5pm Wednesday 26th February 2025

Interview date: Week Commencing: 3rd March 2025

Preferred Start date: 31st March

Location: Remote

Hours: 9am- 3pm, Monday - Friday

Salary: £18,700 per annum year

Contract Type: Part time, maternity cover

About us

School Space aims to create thriving schools at the centre of thriving communities. We do this by partnering with schools across the UK to hire out their spaces in the evenings and weekends to a range of community groups. The income generated is used by our partner schools to improve educational outcomes and facilities for their students, in addition to building a stronger connection with the surrounding community.

Our culture

Since we were founded as a social enterprise by two school students in 2011, we've grown to become a tight knit team of around 30 people who are united by a goal of changing the education sector for the better. We also have a fabulous remote team of over 200 Community Connectors who work at our partner schools in the evenings and weekends.

You will become part of a team who have generated over £6 million for schools, taken part in prestigious programs by top names such as Techstars and Goldman Sachs, and been recognised as one of Escape the City’s 100 best organisations to escape to, finalists in the UK’s best Social Enterprise award, and winners of Digital Agenda’s Impact Tech award.

From working directly with the founders, to regular training days, daily stand-ups and socials, we encourage all team members to contribute to our culture and aim to develop every team member at School Space. We are a fast paced work place with a friendly atmosphere - working at School Space will expose you to many new learning opportunities and a chance to have a say in the growth and development of a company striving to create a big impact. Our core values are Transparency, Positivity, Initiative, Community, Passion and Learning - and if selected to interview with us we will be assessing whether you evidence these.

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 a mixture of email and phone support to resolve queries, as well as some project work around customer communication.

What will you be accountable for?

Answering incoming calls to our customer service line to address customer queries where possible or appropriately escalating to the relevant team member
Aim to resolve customer queries on the spot and close as many support tickets as possible.
Understanding, prioritising and escalating our customers' feedback and requests to the rest of the team (sales, product development and operations)
Triaging inbound (customer requests) tickets daily, merging tickets where appropriate
Returning all missed calls during your shift
Review messages from the previous evening, follow up with customers via phone or email or escalate to another team member as necessary
Keeping 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

What will help you succeed in this role?

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
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

How will you know it’s going brilliantly?

You are achieving a high satisfaction score from our customers following your interactions with them
You are consistently hitting Key Performance Indicators, including response and resolution times
You are working effectively and efficiently with colleagues to resolve customer queries

Required:

Customer service experience
Strong computer literacy
Strong time management and prioritisation skills.
Ability to work work with a variety of internal and external stakeholders
Strong analytical and problem solving skills
Experience building strong relationships with stakeholders
Excellent people skills and empathy for the customer
Excellent written and verbal communication skills
The ability and desire to work in a fast-paced, challenging environment with peers who challenge you to constantly improve.

Desirable:

Experience within a scale up environment
Experience working with schools, in the education or leisure sector
Zendesk & Google Suite experience

School Space Safeguarding Statement:
School Space believes that no child or venerable 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.

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.

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

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