Customer Support Executive

Job Introduction

Location: Sheffield HQ (Hybrid, 3 days per week in office but preferably full time in office)

Salary: £25,500

Contract: Permanent

Hiring Manager: Head of Customer Success

Hours: 37.5 hours per week 

Recruiter: George Thompson-Stubbs

The role...

Job Overview:

We are looking for a dedicated Customer Support Executive to join our exciting B2B team, and provide exceptional service to our B2B customers. The ideal candidate will be passionate about the customer experience, ensuring high levels of customer satisfaction, possess excellent communication skills, and thrive in a fast-paced environment. This role involves handling enquiries, resolving issues, and building strong relationships with our school customers.

Key Responsibilities:

• Customer Communication: Serve as the primary point of contact for school customers, addressing enquiries, concerns, and requests in a professional and timely manner via phone, email, and other communication channels.

• Issue Resolution: Troubleshoot and resolve customer issues and complaints effectively, escalating complex issues to the appropriate teams when necessary and following up to ensure resolution.

• Product Knowledge: Develop a deep understanding of our products or services and their applications to provide accurate information and support to school customers.

• Documentation: Maintaining accurate CRM records and completing assigned tasks to ensure consistent communication and proactive follow-up throughout the customer lifecycle.

• Collaboration: Collaborate with sales and support teams to address customer needs and improve the overall customer experience.

• Onboarding and Sales Support: Support the onboarding journey by creating and configuring subscription packages to suit school and individual customer needs, ensuring timely activation and smooth user access. Coordinating the end-to-end process for physical orders, including checking inventory, placing orders, and liaising with the distribution warehouse and customers to ensure timely delivery.

Experience:

• Previous experience in customer service or account management, preferably in a B2B environment (Desirable).

• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders.

• Strong problem-solving abilities and a proactive approach to addressing customer needs and resolving issues.

• Ability to multitask and prioritise in a fast-paced environment, while maintaining attention to detail and accuracy.

• Proficiency in customer service software and CRM systems (Desirable)

• A customer-centric mindset and a commitment to delivering exceptional service to our school customers.

Here are a couple of the things that make Twinkl a great place to be:

• A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process

• Diversity, inclusion and belonging - our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.

• From day 1 - Westfield Health, 29 annual leave days per year plus up to four additional days that may be awarded each year by the company, flexible working policy with opportunities to work from home, Twinkl subscription, access to a financial wellbeing coach and platform

• After probation - company sick pay and cycle to work scheme

• Long term service reward after 2+ years of service - Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay.