Junior customer success advisor

Job Title:

Junior customer success advisor Salary:
Circa £25,000 per annum (negotiable based on experience) + comprehensive benefits package Jisc grade: CSS1 (internal use only) Job Type: 12 month fixed term contract

Hours:

35 hours per week Reports into:
Senior customer success manager Working style:
Hybrid - A blend of working from home and your nominated hub office. We have hubs located in London, Bristol, Manchester and Oxford. Due to Jisc queue management and support requirements, please be aware this role has core hours of 9.00am – 17.00pm. About Jisc

For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used.

We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research.

Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we're all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you.

We have an exciting opportunity in our Customer success team for a Junior customer success advisor on a 12 month fixed term contract.

The key focus of our Customer success team is to ensure our members and customers are successful and generate tangible value for students, staff, institutions, and businesses using our products and services. We want members and customers to be at the heart of what we do and ensure they are represented in all aspects of our work.

As part of this varied role, you will triage and manage customer requirements quickly and efficiently, while being a customer advocate that finds solutions that best resolve their problems. You will find engaging ways to onboard customers, assisting them in making full use of our products capabilities and nurture existing relationships, while always thinking of new ways of optimising processes.

• Be responsible for the triage of incoming queries, ensuring cases are accurately assessed, prioritised and routed to the correct queues in a timely manner whilst also providing administrative and operational support to the wider team.
• Ensure customer records are kept up to date on the CRM system.
• Ensure customer requests are assessed, issues investigated and proactive solution provision delivered, with these being escalated where needed.
• Be responsible for the development of internal and external support materials and process documentation, ensuring all are regularly reviewed and accessible.
• Be a customer relationship advocate, by listening and understanding their problems and pain points, championing their ideas, identifying training needs and opportunities that will increase customer engagement, and improve retention and satisfaction.
• Be responsible and help to deliver our communications strategy, using a variety of communications tools.

• Experience of providing support to customers within a customer service environment whilst using support systems.
• Experience of working virtually/online in a customer support or customer relationship management role.
• Proven experience of using Salesforce or similar CRM/ITSM platforms (Visio, Miro, SharePoint are a bonus).
• Proficient in creating and delivering engaging customer support content.
• Work calmly, effectively and efficiently when dealing with high volumes and tight deadlines.
• Effective problem solver with ability to deliver solutions in a comprehensive way.
• Convey technical concepts to both technical and non-technical colleagues and external contacts.

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of…