Job Description

The company

FFT is an industry-leading education technology company (non-profit) with circa 110 staff working from home or at our offices in Cardiff or London. Using cutting edge technology, FFT provides an education analytics platform to 13,000 schools in the UK and schools in 40 countries around the world. We have a strong, trusted brand with schools and our analytics services helps school leaders and teachers to analyse pupil assessment data, benchmark school performance, support school improvement and ensure that every pupil achieves the very best education outcomes.

The opportunity

We are looking for a talented Customer Success Adviser with a strong customer focus to join our growing Customer Success team, working remotely from home and at our office in Cowbridge, South Wales.

The role

As a customer support adviser, you will:

Be a champion for our growing customer base Communicate with our customers (email, phone, live chat, video link, etc) Respond to customer support queries Investigate problems through to resolution Become an expert on our products and be able to demonstrate these to customers Assist customers in the interpretation of their school data e.g. attendance data, target setting, self evaluation and tracking Help customers identify training needs and link to available training and resources Understand the customer journey Use customer data to inform and identify best practice and engagement Help in other areas of the business where and when needed

Skills, knowledge & experience

Essential:

A clear and confident communicator, verbally and in written/presentation form Enjoy a challenge - a competent and proactive problem solver Ability to work as a team player, both remotely and in an office environment. You will be required to collaborate within the Customer Support Team and with other areas of the business Enjoy working in a fast paced environment Attention to detail

Desirable:

Experience in a customer/client facing role Experience of working with Salesforce or equivalent CRM system Experience of working for a SaaS company Experience of technical trouble shooting An interest in exploring and interpreting data sources

Bonus:

Knowledge of the UK education system Knowledge of the FFT Aspire product suite Information security awareness

Perks & Benefits

Should this position become a permanent role, we offer:

A generous pension scheme with FFT contributions at 9% Birthday leave 4.5 day working week (34 hour week) Employee Assistance Programme system supporting employees wellbeing Private Healthcare Insurance, including virtual GP access 24/7 Income Protection Scheme Life Assurance Scheme Cycle to Work Scheme Electric Vehicle Lease Scheme Enhanced Maternity and Paternity Pay Regular Social Events Flexible working, including term time only positions 38 days annual leave (increasing with length of service), inclusive of Bank Holidays and our company shutdown period over Christmas and New Year Our 'Lunch and Learn' programme to provide insight into company hot topics with free pizza Personal development opportunities with a dedicated training budget Dog friendly offices Free office refreshments (fresh fruit, biscuits, tea & coffee) * Free all day parking within walking distance of the office (excluding our London office)