This vacancy is now closed

User Support Co-ordinator - Newton Abbot - Devon

Competitive Salary, 25 days holiday, Pension, Annual Bonus - Customer Services
Ref: 64 Date Posted: Monday 26 Nov 2018
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Due to our on-going growth, we now have a vacancy for a full-time User Support Co-ordinator to join our busy office.  This role will report directly to the Software Services Senior Co-ordinator/IT Services Manager. 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.

The requirements of the job will be many and varied commensurate with the needs of a dynamic, high growth business. Working within the Online Team, responsibilities will include, but not be limited to:

  • 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 and procedures 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.


To be considered for this role, you will have the following attributes:

  • Ability to build and develop strong and nurturing relationships with all team members and clients.
  • Ability to work on own initiative as well as part of a team.
  • Ability to multi-task.
  • Proactive thought process / problem solving skills.
  • Ability to be respectful and inclusive of others.
  • Embody our core values which are to be warm hearted, committed and eager to make a difference, pragmatic, straight-forward and fun.

Essential 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.
  • Commercial awareness and experience in a customer service environment.
  • Awareness of 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.
  • Ability to convey technical information to a non-technical audience.
  • Good all-round administration and data entry skills.

Desirable skills, knowledge and experience:

  • Experience in a training or education environment.
  • 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.
  • Company pension scheme.
  • Subsidised use of site facilities.
  • Modern office space set within spectacular Devon countryside – free on-site parking.

This is a permanent, full time position working 37.5 hours per week Monday to Friday.

Closing date: 5th December 2018.

Employment will be subject to a satisfactory outcome of a check by the DBS.