Role Snapshot
Customer Service Advisor providing first-line support for SAMpeople, a cloud-based HR management software serving schools and Multi-Academy Trusts. The role is the operational backbone of customer support, handling inquiries via phone and ticket systems to ensure schools receive swift, empathetic assistance.
Job Description
About the Role
- Salary: up to £27,500 depending on experience
- Location: Wakefield, Hybrid working
- Function: Customer Support
Do you want to be a part of a growing, successful business where no two days are the same? Where we are always putting children’s education and futures at the heart of our solutions? Then read on!
At Fusion Education People Solutions, we are education people specialists. Fusing HR services and software, we have developed SAMpeople—our market-leading, cloud-based software that gives schools and Multi-Academy Trusts (MATs) a comprehensive one-stop shop for their people management.
As a Customer Service Advisor, you will be the operational backbone of our first-line support. You will be responsible for handling customer enquiries via both telephone and ticket systems, investigating queries, and ensuring our schools get the swift, logical, and empathetic support they need to manage their teams effectively.
Key Responsibilities
First-Line Customer Support
- Provide exceptional first-line support to customers utilizing our SAMpeople SaaS products, addressing their inquiries and concerns with a service-first mindset.
- Deliver customer support seamlessly across both telephone and our internal customer ticket system, ensuring timely and effective resolution of issues.
- Maintain excellent customer service standards, ensuring high customer satisfaction and positive outcomes.
Problem Solving & Escalation
- Investigate customer queries thoroughly to determine root causes and identify if a strategic referral to second or third-line support is necessary.
- Think logically and systematically to troubleshoot, diagnose, and resolve customer software problems.
Data Tracking & Collaboration
- Track customer information, touchpoints, and case outcomes accurately, ensuring all data is recorded cleanly within our systems.
- Collaborate closely with internal departments and wider stakeholders to resolve complex customer issues efficiently.
- Identify small process improvements and continuously contribute to enhancing our internal customer support workflows.
Experience & Skills
- Customer Support Expertise: Proven experience in a customer service or business support role, preferably within a fast-paced SaaS, technology, or software environment.
- Communication: Excellent verbal and written communication skills with strong interpersonal abilities to support school leaders.
- Systematic Thinking: Strong investigative and problem-solving skills, with the ability to think logically under pressure.
- Tech Comfort: Proficiency in using customer support ticket systems and general administrative software, alongside strong organizational skills and attention to detail.
- Collaboration: A team player who loves working collaboratively with internal teams to get the best result for the end-user.
Mindset & Values
- Mission-Driven: A strong alignment with our core purpose: to create better futures for our children through innovative people solutions.
- Low Ego, High Standards: You genuinely care about the quality of your work and thrive in a supportive, collaborative environment.
We feel really lucky to work here. We are a super supportive, long-standing team with a great working environment and a passion for what we do. To support you, we offer:
- Flexible Working: We truly support work-life balance and can offer part-time or term-time hours to suit you and your family.
- Time Off: 25 days annual leave (plus 8 Bank Holidays) plus your birthday off! Additional day of annual leave per year of service.
- Health & Wellbeing: BUPA Healthcare Cashback plan (following successful completion of probation).
- Future Security: Robust company Pension Scheme.
- Progression: Ongoing professional development opportunities, including supported study and potential funding for external qualifications.
- Culture: A cracking, fun team to work with who love to shape the future of education!
How We Work
We value clear communication, logical troubleshooting, and a deeply empathetic approach to supporting the education sector. If you want to be part of a team that wants to shape the future of school HR solutions (and have loads of fun along the way), we can’t wait to hear from you!
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