Role – Customer Support Officer
Location – Unit A, Cedar Court Office Park, Denby Dale Road, Wakefield WF4 3FU
Working Hours – Monday to Friday 08:30-16:30 (37.5 hours per week)
Salary - £21,000 - £23,000 FTE
Term time only working option available
The role is office based.
About Fusion Education People Solutions
Our Heartbeat – what makes us tick Our clients tell us that ‘we just get it’. We are quite unconventional compared with traditional HR service providers; we exist to help our customers to drive impactful school improvement through a range of intervention tools and techniques. Our people advice and people software are outcome and results driven - we always put children’s education and futures at the heart of our solutions.
Where we came from – our pedigree Our team have a vast depth of knowledge in school business management and education HR. That’s our pedigree… In fact, our Managing Director worked as a School Business Manager/ Consultant for 7 years before setting up Fusion HR in 2011. Our team of Directors also share the long standing experience and enjoyment of working with those in education. With HR experience as Business Managers and key HR service partners.
Our Group – bringing everything under one roof! We have been around for a while, and now support over 1000 schools and 100 MATs, we have fused both our services and software products under one group name (FEPS) – Fusion Education People Solutions – providing the full wrap around, end to end solution for all schools and trusts.
Be part of our journey
The Role – Help Desk Administrator
The role will be working on our Staff Absence Management support desk or SAM as it’s better known, is online innovative staff absence management software developed specifically for schools and MATs. It was developed by our CEO Kathryn Birch an ex School Business Manager to tackle the challenges schools face. SAM is now the leading education absence management tool, supporting hundreds of schools, over 7000 users and monitoring over 56,000 employees. SAM automatically tells you when staff hit triggers, when tasks are due, centralises documents, provides reports, allows staff to request leave, track Term-time+ and TOIL and complete Return to Work documents. Make managing and monitoring attendance easy, save admin time and reduce supply costs.
For our employees we offer a supportive working environment with flexible hours and options to work term time only to fit around family commitments. There are always opportunities to train and develop and as we work a cross number of different areas and get involved in different projects. Because of this we have a very happy and long-standing team who are genuinely passionate about the job they do.
Main Duties and Responsibilities:
- Be the first line support for clients of all products re. software issues and operational support.
- Log all helpdesk interactions and keep clients informed at all times on progress of calls/emails.
- Log bugs and issues on DevOpps and escalate to the relevant departments as required.
- Database Management CRM, monitoring and maintaining systems.
- Support the onboarding team with set-up /integration of all products as required.
- Analysing issues to spot any common trends and underlying problems.
- Upselling services to your customer base (eg. SAM people, OH, training, HR services, MIS link).
- Project Work
- This is not an exhaustive list and may be updated as the business and individuals grow.
General:
· Ensure the telephone is answered promptly and in accordance with the company policy, taking appropriate action and notifying the relevant person/s as required. Using own initiative to assist the client.
- Support the office by keeping office equipment and kitchen area tidy and in order.
- Assist with setting up the training suite for training / meetings, arranging refreshments
- Use own initiative to assist colleagues.
- To participate in SAM’s / Fusion’s Continuous Professional Development Process.
- Any other duties relevant to the post.
Qualifications & Experience
· 5 GCSE’s (Level 5-7)
· Previous experience in a customer focused environment
· Ability to work as part of a team.
· Knowledge of Microsoft office systems including Word & Excel.
· Excellent telephone manner and first call resolution mentality.
Due to our ongoing commitment to our education based clients we require all successful applicants to undergo a DBS check.
Company Benefits:
· Flexible working.
· Supported study and potential funding for external qualifications.
· A friendly team of colleagues
· A modern office with access to free parking
· Access to a BUPA Cashback scheme, following successful completion of probation
· Access to the People’s pension scheme
· 25 days holiday plus Bank Holiday
· Birthday day off.
Our other perks include: Free Barista coffee and hot drinks, free parking! fresh fruit and snacks delivered weekly, employee assistance scheme, time off for those special days eg: graduations and school plays and sports days! Lots of socials including; Christmas Party and marketing fun days!
If you would like to apply please email your CV or for any further information please email ashleigh.morgan@feps.co.uk
Want to know more about Fusion Business Solutions? Check out our website: www.feps.co.uk