Customer Experience Associate

School Space
London (North)
12 Oct 2018
17 Oct 2018
Contract Type
Full Time
Oxford or London

About us
School Space works with schools to rent out their facilities to the community. The income generated is used by the schools to improve the educational experience and facilities for their students, in addition to building stronger connections with the surrounding community. Having recently raised significant investment we are entering a period of rapid growth which will see us head towards our goal of giving £7m in income back to our schools by 2020.

Our culture
We strongly believe that our people are at the heart of our success. From weekly update videos from the founders, to regular training days, daily stand-ups, socials and unexpected ‘magic moments’, . Our core values are Transparency, Fun, Initiative, Community, Service and Learning. We are driven to improve and develop every team member at School Space and actively encourage all team members to proactively contribute to our culture.

Our impact
In the last 12 months, we’ve generated over half a million pounds for our partner schools. That equates to 200,000+ free school meals, 40 additional teaching assistants, 85,000 footballs but importantly, a brighter future for those schools.

Our story
In 2010, our founders, James and Jemma, became part of Wheatley Park’s Head Boy and Girl Team. In their final year, the school was put into ‘special measures’ by Ofsted. It became the pair’s mission to show that their school was about more than this ‘failing’, and they struck on the idea of renting out Wheatley Park’s facilities to generate income and open their doors to the local community.

*Customer Experience Associate*

*Why does this job exist?*
We facilitate thousands of events per month; running these events are our lovely customers, all of whom, understandably, have diverse and unique requests. Each one of these enquiries needs to be dealt with in a friendly and efficient manner - and this is where you’ll come in!

*What kinds of things will you be accountable for?*
In short… Delivering an amazing customer service experience! This will include:

Answering customer enquiries over phone and email
Building relationships with our customers as they find the right school
Ensuring all bookings are moved through the sales pipeline
Identifying operational risks and communicating them to our Operations Managers
Working with our Operations Managers to ensure that all school requests are dealt with and they are having the best possible experience with us
Ensuring complaints are handled quickly and effectively
Managing the data input for our room bookings system
Generating reports for meetings each week

*How will you know it’s going brilliantly?*
Enquiries answered within agreed time frame - from initial interest to first response, you’ll strive to hit agreed turnaround times
All customer/bookings data inputted with a high degree of accuracy
Staying confidently on top of the workload is critical as we develop our systems
Seamless teamwork with sales/operations teams - you’ll develop excellent relationships with our wider team for smooth customer information handover

*What will help you succeed in this role?*
Attention to detail
Always thinking about how to do something in a better, quicker or more efficient way
Resilience - you’ll be getting a lot of people asking you to lots of things
Ability to handle administrative tasks with diligence and pride
Confidence to cope with the fast-paced, and changing nature of a growing company
A passion for helping our community users to find the best venues for their events
Confidence to ask the right questions and provide quality service.
It should put a smile on your face to make our customers happy!

*We’re looking for candidates who can deliver everything above in addition to having:*

Excellent communication skills and get excited by giving fantastic customer service
Proficiency in basic Google-suite skills
An enjoyment for both working individually and part of a team
A varied role with multiple priorities and being able to cope well
An enjoyment for working in evolving business with new systems and process being brought in

*Why should you work for us?*
If the above wasn’t enough(!), School Space is a family that cares about its impact. We sleep well at night knowing that we are contributing to a growing company, as well as providing schools with opportunities to increase their budgets and do good for their community.
Aside from this, being a small team, the exposure to all elements of business equips our team with the ability to turn their hand to many future endeavours!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Deadline: 14th September 2018

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