Customer Support Officer

Job not on LinkedIn

🔥 1 minute ago

🇬🇧 United Kingdom – Remote

💵 £25.7k - £26.4k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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Futures For All

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🤲 Charity

📚 Education

🌍 Social Impact

Charity • Education • Social Impact

Futures For All is a UK charity that runs fully funded programmes to secure fair futures for young people from state schools and colleges. It helps learners aged approximately 11–24 access real-world work experience, remote and in-person placements, insight days with leading employers, and inspirational talks via a Speakers for Schools network. The organisation also runs Discover Creative Careers, a UK-wide programme guiding young people into creative industries, and partners with employers, educators, and volunteers to level the playing field and expand opportunities.

📋 Description

• Provide first-line support to customers through email, phone, and JIRA tickets • Act as the first point of contact and triage customer support requests • Escalate unresolved technical queries to the second-line Technical Support Team • Capture relevant data and fully complete ticketing-system records • Escalate general enquiries to appropriate teams within the charity • Work closely with delivery, development, Product, Programme, and customer-facing teams • Develop support collateral and processes based on common queries and errors • Raise support tickets to track and resolve customer issues • Investigate and resolve customer complaints • Ensure customer SLAs are met or exceeded through accurate incident and problem logging • Pass customer feedback to relevant teams to support continuous improvement • Contribute to Customer Support Strategy by reviewing enquiries, monitoring trends, and improving solutions • Uphold organisational values, data compliance, safeguarding best practice, and service standards

🎯 Requirements

• Experience in a similar customer-focused and/or service desk-based role • Ability to work within a small, fast-paced, multi-tasking environment • Basic knowledge and understanding of GDPR and compliance for handling customer data • Experience using Microsoft packages, including Outlook • Experience using ticketing management systems • Excellent customer service skills, with professional and clear query handling, empathy, and calmness • Aptitude to research, learn new skills, and work with colleagues to secure issue resolution • Ability to communicate clearly and maintain relationships with multiple stakeholders • Excellent workload organisation and ability to drive work forward independently • Desirable: experience using customer support software and ticketing systems such as Zendesk and JIRA • Desirable: experience supporting young people, educators, and/or employers via charity programmes • Desirable: experience using PowerBI and Salesforce or other CRM systems • Desirable: experience using Google Classrooms • Must have the Right to Work in the UK • Appointees are subject to a DBS check

🏖️ Benefits

• 25 days annual leave plus bank holidays • Morning of your birthday off • £500 a year professional development fund • Option to purchase additional annual leave yearly • 'Winter shutdown' gifted so no need to use annual leave between Christmas and New Year's Eve • Early bank holiday finish at 3:30pm on the Friday before all bank holidays • 22.2 hours of volunteering days each year • Home office set up support • Enhanced sick pay • Enhanced family friendly leave • Employee Assistance Programme