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- Tasks: Provide exceptional support to B2B school customers through communication and issue resolution.
- Company: Twinkl Educational Publishing is a vibrant company focused on enhancing educational experiences.
- Benefits: Enjoy flexible working, 29 days annual leave, and access to wellness resources.
- Why this job: Join a fun, inclusive culture where your contributions directly impact education.
- Qualifications: Previous customer service experience is preferred; strong communication skills are essential.
- Other info: Hybrid work model with opportunities for growth and long-term rewards.
The predicted salary is between 25500 - 25500 £ per year.
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Twinkl Educational Publishing provided pay range
This range is provided by Twinkl Educational Publishing. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Location: Sheffield HQ (Hybrid, 3 days per week in office but preferably full time in office)
Salary: £25,500
Contract: Permanent
Hiring Manager: Head of Customer Success
Hours: 37.5 hours per week
Recruiter: George Thompson-Stubbs
The role…
Job Overview
We are looking for a dedicated Customer Support Executive to join our exciting B2B team, and provide exceptional service to our B2B customers. The ideal candidate will be passionate about the customer experience, ensuring high levels of customer satisfaction, possess excellent communication skills, and thrive in a fast-paced environment. This role involves handling enquiries, resolving issues, and building strong relationships with our school customers.
Key Responsibilities
- Customer Communication: Serve as the primary point of contact for school customers, addressing enquiries, concerns, and requests in a professional and timely manner via phone, email, and other communication channels.
- Issue Resolution: Troubleshoot and resolve customer issues and complaints effectively, escalating complex issues to the appropriate teams when necessary and following up to ensure resolution.
- Product Knowledge: Develop a deep understanding of our products or services and their applications to provide accurate information and support to school customers.
- Documentation: Maintaining accurate CRM records and completing assigned tasks to ensure consistent communication and proactive follow-up throughout the customer lifecycle.
- Collaboration: Collaborate with sales and support teams to address customer needs and improve the overall customer experience.
- Onboarding and Sales Support: Support the onboarding journey by creating and configuring subscription packages to suit school and individual customer needs, ensuring timely activation and smooth user access. Coordinating the end-to-end process for physical orders, including checking inventory, placing orders, and liaising with the distribution warehouse and customers to ensure timely delivery.
Experience
- Previous experience in customer service or account management, preferably in a B2B environment (Desirable).
- Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders.
- Strong problem-solving abilities and a proactive approach to addressing customer needs and resolving issues.
- Ability to multitask and prioritise in a fast-paced environment, while maintaining attention to detail and accuracy.
- Proficiency in customer service software and CRM systems (Desirable)
- A customer-centric mindset and a commitment to delivering exceptional service to our school customers.
Here are a couple of the things that make Twinkl a great place to be:
- A friendly, welcoming and supportive culture. We believe work should be fun and always put people before process
- Diversity, inclusion and belonging – our Employee Network Program includes working groups for LGBTQ+, People of Colour, Disabilities (visible and invisible), Women in Tech and Working Parents.
- From day 1 – Westfield Health, 29 annual leave days per year plus up to four additional days that may be awarded each year by the company, flexible working policy with opportunities to work from home, Twinkl subscription, access to a financial wellbeing coach and platform
- After probation – company sick pay and cycle to work scheme
- Long term service reward after 2+ years of service – Life insurance, enhanced pension contribution, enhanced maternity pay, enhanced adoption pay and enhanced paternity pay.
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Primary and Secondary Education
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Customer Support Executive employer: Twinkl Educational Publishing
Contact Detail:
Twinkl Educational Publishing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive
✨Tip Number 1
Familiarise yourself with Twinkl's products and services. Understanding what they offer will not only help you answer customer queries effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Role-playing common customer scenarios can prepare you for the fast-paced environment and show that you're ready to handle enquiries professionally.
✨Tip Number 3
Network with current or former employees of Twinkl on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 4
Highlight any relevant experience in B2B customer service during your conversations. Even if your background isn't directly in this area, showcasing transferable skills can make you stand out as a candidate who understands the customer-centric mindset.
We think you need these skills to ace Customer Support Executive
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Customer Support Executive position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to thrive in a fast-paced environment. Use specific examples from your past experiences to demonstrate your problem-solving skills and communication abilities.
Highlight Relevant Experience: In your CV, emphasise any previous experience in customer service or account management, particularly in a B2B context. Include details about your proficiency with CRM systems and any relevant software to show you are well-prepared for the role.
Proofread Your Application: Before submitting your application, make sure to proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Support Executive.
How to prepare for a job interview at Twinkl Educational Publishing
✨Know the Company and Its Products
Before your interview, take some time to research Twinkl Educational Publishing and its offerings. Understanding their products will help you answer questions more effectively and demonstrate your enthusiasm for the role.
✨Showcase Your Communication Skills
As a Customer Support Executive, excellent communication is key. Practice articulating your thoughts clearly and concisely, both verbally and in writing. Be prepared to provide examples of how you've successfully communicated with customers in the past.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues. Think of examples from your previous experience where you resolved problems effectively. Highlight your proactive approach and ability to think on your feet.
✨Emphasise Your Customer-Centric Mindset
Twinkl values a customer-centric approach, so be ready to discuss how you prioritise customer satisfaction. Share experiences that showcase your dedication to providing exceptional service and building strong relationships with clients.
