User Support Coordinator (Working from home, with intermittent travel to Head Office in Devon)

£20-25k per annum - Customer Services
Ref: 218 Date Posted: Monday 16 May 2022
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This is an opportunity to join an exciting high growth business.  

The key purpose of this role is to provide first class technical customer service to a non-technical audience to support our growing number of users. 


  • Providing user support for our online assessment and screening tool
  • Document, track and monitor problems to ensure a full and timely resolution
  • Identify and resolve software issues, escalating to 2nd/3rd line support where necessary
  • Help to identify patterns in caller queries and initiating resolution process of these
  • Carry out data processing/database administration as required
  • Undertaking the software subscription renewal process, including invoicing
  • Liaising with customers regarding new annual software subscriptions
  • Assisting in the testing of bug fixes, system enhancements and upgrades
  • Enhance the user experience by constantly reviewing processes and queries
  • Follow all company policies, procedures and GDPR to ensure the security and integrity of company databases and software applications
  • Assist in maintaining accuracy and integrity of all membership data files
  • Remain informed on software updates, upgrades and additional services
  • Contributing to team and process development
  • Providing administrative support to all other teams on an ad-hoc basis

Person requirements

  • Ability to build and develop strong and nurturing relationships with all team members and clients
  • Ability to be respectful and inclusive of others
  • Demonstrate an optimistic outlook
  • Ability to work on own initiative as well as part of a team
  • Ability to multi-task
  • Proactive thought process / problem solving skills

Additionally you will be expected to embody our core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun!

Skills, knowledge and experience


  • First class customer service skills and an excellent telephone manner
  • Excellent communication skills with the ability to build rapport, demonstrate listening skills and display empathy whilst dealing with customers
  • Ability to convey technical information to a non-technical audience
  • Commercial awareness and experience in a customer service environment
  • Awareness of GDPR, data protection and information security principles in a sensitive support environment
  • Ability to use multiple databases and systems
  • Ability to follow company processes accurately and diligently
  • Attention to detail and a high level of accuracy
  • Good all-round administration and data entry skills


  • Experience in a training or education environment 
  • Experience working within a member based organisation
  • Educated to degree level


  • Annual salary dependent on qualifications and experience 
  • Holiday entitlement of 25 days per annum plus bank holidays 
  • Discretionary annual pay review
  • Discretionary annual bonus
  • On-site parking

Full time, Permanent Monday to Friday 9am – 5.30pm. Working from home, with intermittent travel to Head Office in Newton Abbot, Devon.